Real Time LeadHybrid

Serco is a place where you can grow

Join a team of 12,000+ professionals across Asia Pacific (APAC) and experience a place of challenge, opportunity, and reward.

We offer lots of headroom for you to grow and flexible benefits to suit you in every stage of your life and career, including:

• Supportive team culture with trusted leadership
• Flexible work arrangements for better life balance
• Career development through training and mentoring
• Access to long-term government-backed contracts
• Employee networks promoting diversity and inclusion
• Wellbeing programs and recognition initiatives

Make an impact at Serco

Step into a key leadership role where you’ll oversee real-time operations within our Operational Support Centre (OSC) team in Adelaide. You’ll lead a dedicated team, ensuring the smooth delivery of real-time workforce management administrative tasks and workload distribution within a team of 7. The role will be in charge of managing the team performance and accuracy in conjunction with leveraging existing technology and system to achieve higher productivity.

As a Real Time Lead in the Operational Support Centre team, you’ll make a positive impact by:

• Analyse real-time data to inform decision-making and drive operational improvements
• Develop and implement effective workforce management strategies to improve service delivery aligned with capabilities and workforce needs
• Accountable for completion of workforce management administrative tasks in line with KPI and SLA targets across SNOW, T2W, UKG and other platforms.
• Conducting audits and providing feedback to enhance performance.
• Provide training and support for staff on technology, systems, and workforce management processes

Serco is a place for you

To be successful in this role you’ll have:

• Experience in team leadership, preferably in workforce management or real-time environments (advantageous)
• Strong knowledge of SNOW, Genesys, T2W, UKG or similar workforce systems.
• Excellent communication and stakeholder engagement skills.
• Skilled at balancing priorities, organising tasks with high attention to detail and managing competing resources with a calm and efficient approach. 
• Competence in analysing data and reporting against service metrics.
• Passion for customer service and driving positive outcomes.

In joining us, you’ll be part of a highly supportive culture with trusted leaders that will help you achieve your goals. Here, you will appreciate a flexible approach to work-life that comes with working at a company with long-term government-backed contracts.

Are you ready to do important work that really matters?

At Serco, we bring together the right people, the right technology, and the right partners to create impactful solutions that address some of the world’s most urgent and complex challenges.

We focus on serving governments all over the globe. The work we do has touched the lives of millions in Australia, New Zealand, and Hong Kong, and offers unique opportunities to leverage your skills across our core capabilities in Health, Defence, Maritime, Justice, and Community Services.

We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGBTQI+, veterans and people with disability.

By joining Serco you’ll have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.

Impact a better future at Serco.