Real Time Operations Manager

5 days ago

Melbourne, Victoria, Australia beBeeResource Full time $90,000 - $120,000
Key Role in Resource Management

The Real Time Analyst is a pivotal member of the team responsible for ensuring operational intra-day performance standards are met.

This entails monitoring current and upcoming staffing levels to guarantee adequate coverage across all areas of operations.

Primary responsibilities include:

  • Monitoring performance and making informed decisions regarding CTD resource availability to achieve a balance between service delivery and financial objectives.
  • Providing expert insight and recommendations to ECS Managers and Operational Resource department regarding operational initiatives.
  • Performing Workforce Management administrative duties including updates to schedules, break optimization, and overtime allocation for the current and next calendar day.
  • Suggesting solutions to the Real Time Desk Lead regarding identified trends, operational issues, and process gaps.

A successful candidate will have significant experience in workforce planning methodologies in a contact centre environment.

Additionally, they will bring:

  • Extensive experience in common metrics used in a contact centre environment.
  • An understanding of workforce management principles and practices, and the ability to manage resources to meet fluctuating workloads and conditions.
About Your Qualifications

Ideally, you will have excellent influencing and negotiation skills, as well as the ability to analyze complex data and make informed decisions.

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