Real Time Analyst

2 days ago


Adelaide, South Australia Singtel Group Full time
  • Business Unit: Customer Solutions
  • Reporting to: Shiv Kondappa, National Workforce Mgr - Contact Centre
  • Location: OCS, OCM, OCA
  • Talent Acquisition Partner: Sam McArthur via

Why Optus?

We are a business fuelled by optimism, unwavering customer focus and a team of amazing people.

And that's where we come in.... "the amazing people" part

We don't sit back and wait for the future to happen, we are out there crafting our own path through new technology, innovation, and investment. We are truly a challenger brand, with challenger spirit.

In this role you will also be responsible for managing under and over staffing by effectively applying shrinkage to meet Telesales targets.

Please note this is for a fixed term 6-month parental leave cover.

Your day to day will consist of...

  • Manage exceptions in schedules for any Un-planned leave, meetings, coaching, etc. in an accurate and timely manner
  • Develop and maintain a process driven Realtime Management process to delivery optimum daily result
  • Understanding the workforce plans that enable optimum intra-day result whilst meeting business needs
  • Manage a data driven conversation to manage any off-pone activities
  • Maintain GoS & Occupancy targets to meet sales demand
  • Establish and maintain open communication channels to ensure resources for IDP are met and coordinate dependencies relating to resources constraints/challenges for any upcoming days

What makes you perfect for the role?

  • Expert knowledge of Excel, use of pivot tables and formula
  • Experience in Real Time Analyst role in a Contact Centre
  • Ability to re-forecasting call volume and workload based on trends
  • Strong Communication Skills

Optus is a place where we let you do you. We offer a range of benefits including:

  • 3 days in the office, 2 days remote – with flexible hours to suit
  • Inclusive paid parental leave, up to 14 weeks for the primary care giver
  • All Optus employees have access to resources, webinars and support via the 'Parents at Work portal'
  • Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University)
  • Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network
  • Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
  • Two easy travel options to Sydney Campus: Optus bus from Sydney CBD (20min travel time) and Macquarie University Metro Station (every 6-8 minutes); morning and afternoon

Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn

At Optus, we are strengthened by others and that means valuing diversity and saying 'yes' to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email along with your preferred method of contact and we will be in touch.

For more information on Diversity, Inclusion & Belonging at Optus, please visit



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