At VicRoads the work you do has real impact. Our work connects people and communities. We keep Victorians moving safely and smoothly today and help them be ready for tomorrow.
VicRoads empowers our people to learn and grow– focusing on impact and innovation. We reflect the diversity of Victoria and foster clever thinking to keep you and the community moving.
VicRoads is progressing too. In August 2022, we started on a new chapter when the Victorian State Government partnered with Aware Super, Australian Retirement Trust, and Macquarie Asset Management to operate registration and licensing services on its behalf.
We work collaboratively with the Victorian State Government to ensure we fulfill regulatory requirements, deliver State projects and safeguard customer data. The Victorian State Government retains sole responsibility for road access, infrastructure and safety.
Salary: $79,866 - $97,169 plus Super
Tenure: Full-time/ 6-months max term
Location: Melbourne CBD
Are you a data-driven professional with Workforce Management Verint experience, a knack for problem-solving and a passion for delivering exceptional customer service? We are seeking a dedicated Real Time Analyst to optimise the performance and efficiency of our Call Centre operations. If you thrive in a fast-paced environment and enjoy working with analytical tools to enhance service standards, we want to hear from you!
About the Role:
As a Real Time Analyst, you will be responsible for monitoring and adjusting workforce schedules and workflow routing systems in response to real-time customer demand and staffing fluctuations. Your proactive management will help ensure our team consistently meets or exceeds customer service levels and key performance indicators.
Key Responsibilities:
Address unplanned staff absences and coordinate activities such as leave, training, and meetings to maintain optimal staffing levels.
Develop and refine processes for real-time analysis, identifying gaps in forecasting and scheduling to improve coverage and efficiency.
Exercise independent judgment to manage staff skills matrix and dynamically adjust staffing as needed.
Apply analytical skills to match skilled resources with projected demand, driving service quality and operational effectiveness.
Provide advice and insights to senior managers and leaders to support real-time decision-making.
Supervise and train less experienced team members, fostering a collaborative team environment.
Ensure compliance with privacy, data security, and ethical standards.
Contribute to business improvements by interpreting data and developing solutions to moderately complex problems.
Qualifications & Experience:
Essential:
Relevant experience in workforce management, data analysis, or call centre operations.
Strong analytical skills with the ability to interpret data and generate actionable insights.
Excellent communication and stakeholder engagement skills.
Experience with Workforce Management (Verint) systems.
Knowledge & Capabilities:
Ability to develop processes for real-time analysis and identify operational gaps.
Skilled in managing staffing resources dynamically to meet fluctuating customer demand.
Capable of working independently and exercising sound judgment.
Familiarity with privacy and data security policies.
Behavioural Attributes:
Customer and Digital First mindset: proficient with digital tools and focused on delivering excellent customer service.
Collaborative team player committed to creating a positive work environment.
Resourceful and proactive in problem-solving and process improvement.
Ethical and trustworthy, demonstrating integrity in all actions.
Our Culture:
Innovation powers progress, but it doesn’t come without support. To attract, retain, and develop talented people, we reward initiative and ingenuity, foster collaboration, and offer dynamic career development. At VicRoads, we embrace diversity and inclusion and we’re proud our workforce reflects the community we work for.
What we offer:
Competitive salary and benefits, including opportunities to earn a bonus
Salary packaging, Fitness Passport & discounts to hundreds of retailers
Opportunities for professional and personal development
Flexible working arrangements and family-friendly practices, including 16 weeks paid parental leave.
How to Apply:
We encourage applications from people of all genders, backgrounds and communities.
If you need any adjustments to our recruitment process or the role itself, please let us know when applying.
How to Apply:
Please submit your application via the “Apply” button.
Applications should include a covering letter addressing the key accountabilities.
Applications close 11.59pm on Sunday 30 November 2025.
For a copy of the Position Description please email talentacquisition@vicroads.com.au
Unfortunately, applications cannot be accepted via this email.
VicRoads is required to evidence your right to work in Australia and may ask for your consent to check records maintained by the Department of Immigration and Border Protection as well as records maintained by Victoria Police and VicRoads as part of the selection process. Information provided to VicRoads will be treated in the strictest confidence. Please note that due to legal requirements you must be predominantly located in Australia and for certain roles, predominantly located in Melbourne or Victoria.