Real Time Analyst
2 weeks ago
You are a motivated individual
- We are a team of innovative thinkers
- Together we can deliver brilliant outcomes for our people and customers
- See yourself in our team:_
The Real Time Team is the Contact Centre centralised reporting and information team. The Real Time team deal with all incoming and outgoing customer contacts within the Contact Centre and support the wider business with their reporting. They offer key support to the contact centre and the wider business to drive operational excellence and continuous improvements.
- Role specifics:_
- 12 month secondment / fixed term opportunity
- Located in our vibrant Perth head office
- Hybrid working on offer, mixture of office based work and from home
- Monday to Friday shifts, earliest start of 6am and latest start of 9am AWST
- Do work that matters:_
A Real Time analyst is responsible for executing intraday and real-time strategy for the Contact Centre including:
- Monitoring our queues and line balancing when required across skills and departments
- Use and navigate multiple systems such as Workforce Management, Microsoft Excel, Tableau and SharePoint
- Updating and sending daily, weekly and monthly reporting
- Assisting the Contact Centre during incidents and outages
- The ability to make decisions utilising business acumen to deliver great customer experiences
- Participating in community engagement and business development events
- We’re interested in hearing from people who possess:_
- Experience in a busy, commercial, competitive WFP/Contact Centre environment (preferred), dealing and supporting senior managers
- Any qualifications from the Aspect & 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
- Strong attention to detail, quality and accuracy
- Sound problem solving and analytical skills
- Ability to work well within a team environment and positively influence & motivate a high performing team
- Proven customer focus, both internal and external
- Intermediate to Advanced MS Excel usage
Sidekick
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Advertising End Date: 13/03/2023
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