Real Time Analyst

Job ID: 286604

Date posted: 08/04/2025

• Leave entitlements – 5 weeks Paid Annual, Paid Parental, Family & Community and much more
• 24/7 access to our Employee Assistance Program for health and wellbeing support
• 15% Co-worker discount
• Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
• Co-worker uniform provided
• Free Co-worker parking
• Benefits membership (savings and discounts on everyday expenses, entertainment, retail and well-being offers across hundreds of retailers and service providers).
• Bonus programme (where eligible)
• Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)

• Position type: Permanent, full-time (76 hours per fortnight)
• Work model: Hybrid – 2 days on-site, 3 days from home once competent in the role
• The internal job title for this role is Intraday Specialist
• Working hours: Availability required between 7:00am – 10:00pm on weekdays, with alternating weekend shifts
• Work from home requirements: A stable and fast internet connection is essential

• Monitoring call centre performance in real-time using various workforce management tools and dashboards including analysing call volume, handle time, average speed of answer, and other key metrics.
• Overseeing inbound queue times and abandon rates across all channels and skills to optimise co-worker efficiency and minimise customer wait times.
• Proactively identifying and escalating real-time performance deviations to relevant team leaders and managers.
• Collaborating closely with managers and team leaders to accommodate training sessions, team meetings, and other activities—ensuring schedule adherence and a balanced daily co-worker experience.
• Providing insights and feedback to Scheduling Specialists and the wider operations team to support ongoing improvements in scheduling quality.
• Analysing operational data to identify trends, areas for improvement, and recommending practical, actionable solutions.
• Working with tools such as Dialog, Genesys, Kronos, and Verint to support real-time decision-making.

• Proven experience as Real-Time Analyst or a similar analytical role is preferred.
• A minimum of 3 years’ experience in a fast-paced Contact Centre environment is essential.
• Excellent communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.
• A strong eye for detail, with the ability to identify opportunities for improving efficiencies by ensuring non-adherent events are reduced by taking corrective actions.
• Solid understanding of the intraday workforce planning (WFP) function and its connection to scheduling, with hands-on experience monitoring real-time productivity.
• Proficiency in workforce management systems and reporting tools, with strong analytical skills and experience using data visualisation tools.
• Proficiency in Microsoft Office, particularly Excel for data analysis and PowerPoint for reporting and presentations.