Real-time Analyst

**Are you an amazing analyst with a keen eye for detail?**

**Bring your passion and support our Customer Experience team**

It’s a fun and exciting time to be joining ING, Australia’s most recommended bank.

Our Workforce Optimisation & Telephony Team are looking for a **Real Time Analyst **to support our Customer Experience & Service department. Through real-time monitoring, forecasting and rostering, you’ll ensure we have the right number of resources with the right skills available to make a real impact on our customers’ lives

Joining our fun and collaborative team, you’ll strive to meet the operational and strategic objectives of ING through Customer Experience, operational efficiencies and risk mitigation. This role offers a great opportunity for those who thrive in a busy and dynamic environment and can remain calm when making time critical decisions.

**What you’ll do**
- Real-time monitoring at an intraday level ensuring deviations to forecast are recognised with remedial actions and feedback is provided to Team Leaders.
- Review the prior day’s performance against forecast analysing and providing insights on any key deviations.
- Analyse published rosters to ensure the optimal number of people are available to handle the forecasted volume
- Act as gatekeeper of the team inbox, actioning general schedule adjustments and enquiries while delegating relevant queries to team members.
- Support the revision of short-term workload forecasts and assess and address the consequential impacts to performance.

**What we’re looking for**
- Prior experience as a real time analyst or resource planner is desirable but not essential.
- Excellent interpersonal and communication skills, and the ability to build relationships with a variety of stakeholders.
- The ability to be calm and resilient in a busy and dynamic environment.
- A keen eye for detail - able to assess, understand and action in a timely manner.
- The ability to learn new technology and navigate computer systems efficiently and accurately.

**What’s in it for you?**
- Annual rest day - an extra day of leave
- Annual impact day - volunteer to have an impact on the community.
- Encouraged work/life balance, with a flexible combination of work from home and work in office.
- Employee Wellbeing Program so that you can be your “Best You.”
- Parental Leave of up to 14 weeks paid leave to eligible employees.
- Discounted ING Home Loans and Health Insurance.
- Drop everything and learn with over 16,000 professional and personal development courses to choose from.

**Discover what our people have to say about working at ING**:
**About Us**

At ING, we want to make life simpler and more worthwhile - for everyone who banks with us, for the people who work with us, and the community at large, too.

When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive - it’s the kind of place where you can be yourself and make the most of whatever you have to offer.

We give people the freedom to think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.

We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.

Sound like the kind of place you’d feel at home? We’d love to hear from you.

(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.)

**Need more?