Real Time Workflow Coordinator
Talent Pool
Full-time 35 hours per week
Location Contact Centres -Newcastle, Maitland, Gosford, Lithgow, Parramatta
SNSW Grade 5/6
Renumeration - Package includes salary starting at $88,123 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:

This role sits within Service Delivery in the Workforce planning team. This team has multiple responsibilities including:

*Forecasting and long-term planning
*Rostering/Scheduling and short-term planning
*Live call resourcing monitoring and support

Workforce planning is a strategic team dedicated to ensuring we have who we need, when we need them to ensure we can support customers with everything we do in contact centres.

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

About the role:

As a Real-Time Workflow Co-ordinator, you are responsible for monitoring, coordinating, and optimizing workflows in a real-time and dynamic operational environment. Ensuring efficient allocation of resources, timely completion of tasks and activities, and maintaining operational excellence and responsiveness to facilitate improved performance, customer experience and delivery to set service standards.

The ideal candidate would have:

• Analytical skills and capabilities
• Adept at Excel
• Working knowledge of workforce main tools

Interested in applying?

If this sounds like you, then we would love to hear from you!

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

*A resume (no more than 5 pages)
*A cover letter (no more than 2 pages) 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 had to apply your existing skills in a new or unfamiliar situation. How did you adapt, stay motivated through any challenges, and what did you learn about your strengths or areas for development?

Visit theCapability 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: Tuesday 27th May 2025 @9:59am

Service NSW uses multi-staged recruitment methods based on merit principles for comparative assessment in accordance with the Government Sector Employment Act 2013. Sometimes this process can take up to 12 weeks or more, depending on the number of applicants.

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

Please note that employment at Service NSW is subject to a satisfactory Criminal Records Check.

A talent pool will be created for future ongoing and temporary roles and is 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