Real Time Analyst

• As part of the Real Time Analytics (RTA) team, you will use your judgement to execute on the operational delivery plan developed by the broader Workforce Planning team.

• We are a high performing team that strives to provide exceptional results for our stakeholders while keeping customer outcomes at the heart of everything we do.

• 6 Month Secondment with ability for permanent extension.

See yourself in the team

Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world's best systems and processes.

RTA is the leading edge of the wider Workforce Management team and is responsible for the accurate and most effective delivery of the daily operational delivery plans. We are supported by the Workforce Planning teams who provide the scheduling and forecasting requirements.

Do work that matters

Joining initially on a 6 Month Secondment, you will report to the Real Time Support & Delivery Team Manager, supporting Contact Centre Channels ensuring we have the right people in the right place to achieve the best possible outcomes for all parties.

Based on your experiences, your insights and feedback to the Workforce Planning teams can then be used to drive improved results across the business.

More specifically you will

• Execute the daily operation plan, collaborate with the wider Workforce Planning team and business partner teams to ensure it is fit for purpose across all supported channels such as inbound, outbound and chat.

• Report and monitor incidents and outages, using effective communication to ensure all affected parties are aware of the impacts and next steps in the management and resolution process. Using sound judgement, RTA will be required to provide recommendations on mitigation strategies to minimise the impacts to performance.

• Provide real-time support and analysis to assist the frontline leaders in the management of key performance metrics. These include Shrinkage, Unplanned Absences, Call Handling Times and Call Volume variances.

• Provide recommendations for ad hoc requests by the frontline leadership teams by applying impact analysis methods and understanding of the current performance expectations.

• Participate in regular and ad hoc meetings between stakeholders and support teams; providing and receiving feedback to create better outcomes for our customers.

• Regular maintenance of the RTA JIRA dashboard and email inbox to ensure data accuracy of our core systems and processes.

• Identification of continuous improvement opportunities for all forecasting, scheduling & delivery processes and providing this feedback in a meaningful way to the leadership team.

We want to hear from you if you have

• Experience in a busy, commercial, competitive, Workforce Planning/Contact Centre environment.

• Ability to set & meet objectives and targets while working to deadlines and managing priorities.

• High attention to detail and accurate execution of tasks.

• Any qualifications from the Verint and Genesys product suites or other contact centre data technologies is advantageous.

• Workforce Planning fundamentals (such as offered by COPC, Call Design or equivalent institutions) is desirable. Qualification in other contact centre data technologies is advantageous.

• Agile process delivery & mindset is advantageous, but a willingness to undertake relevant training is a mandatory requirement.

• Experience delivering in detail presentations to Senior and Executive management teams.

• Proficiency in all MS Office software with a focus on knowledge in Microsoft Excel and PowerPoint capability.

Working at CommBank

At CommBank, we support our people with the flexibility to balance where work is done with at least half their time each month connecting in office. We also have many other flexible working options available including changing start and finish times, part-time arrangements and job share to name a few. Talk to us about how these arrangements might work in the role you're interested in.

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

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