Call and Resource Planning Analyst
Talent Pool
Full-time 35 hours per week
Location: Newcastle, Maitland, Gosford, Lithgow, Parramatta, Sydney CBD
SNSW Grade 7/8
Renumeration - Package includes salary starting at $102,899 base plus superannuation and annual leave loading.

About Service NSW

Service NSW makes it easier to access government services for people and businesses across NSW.
At Service NSW our vision is to be recognised as the distinctive leader in the provision of government services to the citizens of New South Wales, and we are passionate about delivering first-class customer experience to all citizens and businesses across NSW.
For more information on Service NSW, visit our website Service NSW

About the team:

Our team contributes to Service NSW delivering a world class experience by achieving the right balance for our people and our customers. We do this by committing to delivering support services that are customer service focused, which also cultivate a supportive work environment where our people can thrive and grow.

Travel may be required for this role to our different contact centre or service centre locations. Details around expectations will be determined by business needs and flexible work agreements.

About the role:

As a Call and Resource Planning Analyst you will, consolidate and analyse information and operational data in a customer service environment involving various data points such as call volume patterns, staff productivity, and customer service metrics, developing appropriate resource allocation strategies to enable the delivery of the Agency's targeted quality customer experience as assessed by internal reviews and customer feedback.

Your experience, the ideal candidate will have:

*Demonstrated experience in workforce resource planning and forecasting.
*High level computer literacy
*Supporting and promoting change and assisting others to engage with those changes.
*Experience with full accountability for timely, quality, and deliverable outcomes for work assignments
*Able to monitor and analyse trends, recommend changes and strategies to inform improved business activities and services.
*Contribute to providing key assistance with projects

How to apply:

You can apply by clicking the button 'Apply Online' below and attach:

*A resume (no more than 2 pages)
*A cover letter (no more than 2 page) outlining how your skills and experience meet the requirements of the role.
*Provide a response to the following Target Questions (no more than 2 pages)

1. Addressing the capability of 'Display Resilience and Courage', give an example of when you were faced with a rapidly changing or high-pressure situation that involved conflicting viewpoints or difficult decisions. How did you handle the situation, communicate with others, and ensure a constructive outcome?

2. To demonstrate the 'Manage Self' capability, can you describe a time when you actively worked to improve your skills or performance in order to achieve a challenging goal? What steps did you take to learn, reflect, and stay motivated throughout the process?

It is strongly recommended that you read the Role Description to assist you with your application.

Visit the Capability application tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

Learn more:

Applications Close: Tuesday27th May 2025 @ (9.59am)

For more information about the Service NSW recruitment process, please contact - [email protected]

A talent pool may be created for future temporary and ongoing roles and will be valid for a period of up to 18 months.

Click Here to access the Role Description.

Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact [email protected] or 02 9494 8351.

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process