Real Time Analyst

2 weeks ago

City of Yarra, Australia REA Group Ltd. Full time

See the impact of your work by identifying and implementing ongoing improvements in our Customer Support team

Work remotely up to 3 days per week

We have established long-term partnerships with organizations dedicated to addressing housing challenges.

We're REA

REA Group stands out as a prominent global digital business, specializing in the property sector, with a remarkable journey from a humble garage in Melbourne's east in 1995.

Our mission involves revolutionizing the property landscape, offering assistance at every stage of your property journey, whether it's finding or financing your next home.

Our success hinges on our people, fostering a vibrant culture centered on excellence and care, driving innovation and real impact. Honored as one of Australia's top workplaces for two consecutive years and recognized for our commitment to gender diversity.

Where you come in

The Customer Support team plays a crucial role within our Customer Solutions & Operations (CSO) function, ensuring exceptional post-sales experiences for customers.

Your responsibilities

  • Maintain and forecast weekly rosters to match business and staff needs effectively.
  • Monitor queues proactively to meet service level agreements ongoing and during spikes.
  • Produce accurate reports on critical business metrics and trends.
  • Ensure real-time activities align with rostering data.
  • Enhance team productivity through schedule adherence and proactive measures.
  • Analyze data to identify improvement opportunities.
  • Engage with internal stakeholders effectively.

Desired qualifications

  • 2 years in customer service and workforce planning.
  • Experience managing diverse stakeholders.
  • Excellent attention to detail, quality, and communication.
  • Proficiency in Zendesk, Genesys, Salesforce, or AWS.
  • Skilled in Workforce Planning fundamentals.
  • Proactive problem-solving ability.
  • Thrives in fast-paced and agile environments.
  • Strong customer focus and MS Excel proficiency.

The REA experience

We prioritize the holistic well-being and growth of our employees, fostering a learning environment committed to personal and professional development.

Benefits we offer

  • Hybrid and flexible work model.
  • Support programs for various aspects of well-being.
  • Hack Days for innovative ideas.
  • Recognition programs for hard work.

Commitment to Diversity, Equity, and Inclusion

We promote a work environment that celebrates diversity, equity, and inclusion, recognizing the value of different perspectives and experiences for creative and effective teamwork. Your skills and enthusiasm matter more than checking every box on the job description.

Explore opportunities at REA

Interested in joining REA but didn't find the right fit now? Consider joining our Talent Neighbourhood for insights into our culture and industry updates. Our recruiters will contact you when a suitable role aligns with your interests.

We are an Australian-based digital media company passionate about real estate, leading in property resources and commercial property services. With a vision for global expansion, we are dedicated to reshaping the property landscape through innovation.

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