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Real Time Analyst

1 month ago

Richmond, Australia REA Group Full time

Real Time Analyst- See the impact of your work by finding and implementing continuous improvement in our Customer Support team- Work from home up to 3 days a week- We have long-term partnerships with charities working to address homelessness.

We're REA
- REA Group

is not your average digital business. From humble beginnings in a garage in Melbourne’s east in 1995, we have grown into a leading global digital business, specialising in property.

With bold and ambitious goals, we are changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.

Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to be named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.

Where the team fits in

The Customer Support team sits within our Customer Solutions & Operations (CSO) function. CSO is accountable for delivering customer and operational excellence through all post-sales service experiences - i.e., customer product & pricing fulfilment, customer servicing and customer credit/payment assistance. Customer Solutions & Operations reports through to a broader function called Customer Group, consisting of Customer Solutions & Operations, Product & Sales.

What the role is all about

The Real Time Analyst is responsible for driving the continuous improvement of customer experience. The role will see you monitoring agent activities and ensuring adherence to schedules and activity entries are up to date within the workforce management platform, on a day-to-day basis. The Real Time Analyst is passionate about quality and accuracy, as well as continuous improvement. The role will include but not limited to:
- Maintain and forecast weekly rosters in line with business and staff requests that effectively manage queue volumes and meet SLAs.- Proactively monitor all queues, ensuring actions are taken on rosters to achieve target metrics (SLAs) are met ongoing and in response to volumes spikes.- Produce accurate reporting data that highlights results across key business drivers, including identifying trends to leadership.- Maintain real time activities by the consultants to ensure a clear view of rostering data.- Drive team productivity through maintaining team schedule adherence, identifying and proactively taking action with consultants when schedules are not adhered to.- Analysis of data and reporting with recommendations that identify business opportunities and continuous improvement.- Communicate with influence with internal stakeholders - maintain a high level of professional communication with team leaders, CSO leadership team and sales leadership.- Accuracy and adherence in all work completed.

Who we’re looking for- 2 years experience in customer service and a workforce planning environment.- Experience managing a variety of stakeholders at different levels.- Excellent attention to detail, quality, accuracy and communication skills.- Experience in Zendesk, Genesys, Salesforce and/or AWS (Amazon connect is our telephony system) is highly beneficial- Experience in Workforce Planning fundamentals.- Someone who looks at tricky situations through a solutions-focused lens.- Someone who works productively in a fast-paced and agile environment.- Someone who can persist and perform in ambiguous environments.- Strong customer focus - both internally and externally.- Intermediate to Advanced MS Excel usage.

The REA experience

The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow. We’re committed to your development - both professionally and personally. Your experience with us is something we take seriously.

We offer:
- A hybrid and flexible approach to working- Flexible parental leave offering for primary and secondary carers- Programs to support mental, emotional, financial and physical health & wellbeing- Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity.- Hack Days so you can bring your big ideas to life- Performance recognition programs because hard work should never go unnoticed

Our commitment to Diversity, Equity, and Inclusion

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking - be it cultural and ethnic backgrounds, gender identity, disability, age, sexual orientation, or any other identity or lived experience. We know diverse teams a