Real Time Analyst

2 months ago

Melbourne City Centre, Australia Probe CX Full time

At Probe CX, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

The Workforce Analyst will provide input and monitoring of schedules (real time) for the smooth operation of the contact centre, in order to consistently meet SLAs. The position is responsible for liaising with the centre and all aspects of real-time and adherence administration. This includes driving appropriate coverage for understaffed / overstaffed intervals.

The position is also responsible for administrative duties such as reporting and payroll of the contact centre.

Key Details:
- Full Time | Fixed Term Contract to June 2023 with view of extension- Hybrid | La Trobe st, Melbourne- Rotating roster | Monday to Friday 7:00am to 8:00 pm and Saturday and Sunday 9:00am to 5:00pmKey Responsibilities:
- Management of published schedules for Day of Operations- Intra-day re-forecast optimisation- Intra-day management of shrinkage allowances- Exception handling of schedules on Day of Operations- Accountability for adherence/occupancy targets- Updating and maintaining accurate schedule data- Real time management of supply and demand variation factors- Sick leave and adherence management comprising of administration, schedule optimisation and reporting- Assess shrinkage factors and use effectively in all aspects of call centre operation for day of operations

Who are you?- You have skills in data analysis and building reports- You are a problem solver able to think on your feet in a fast paced environment- You have high level attention to detail and time management skills- You are adaptable and quick thinking when circumstances change rapidly- You understand the importance of having the right number of people ready to provide efficient and effective service- You have high level computer skills (esp MS Excel) and can multi-task effectively- If you have Real Time / Workforce Optimisation experience in a call centre environment that will be a big plus

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