Real Time Data Analyst

4 days ago

Melbourne, Victoria, Australia beBeeData Full time $79,122 - $96,073

Job Title: Real Time Data Analyst

Join us in this exciting opportunity to work as a Real Time Data Analyst, where you will play a vital role in ensuring the seamless operation of our contact centre.

We are seeking a highly skilled and motivated individual to monitor and analyse real-time contact volumes and staffing levels. Your keen eye for detail and strong analytical skills will enable you to interpret data and make informed decisions that drive business outcomes.

As a key member of our workforce management team, your contributions will be instrumental in maintaining service level agreements (SLAs) and improving customer satisfaction. You will work closely with operations team members and team managers to relay real-time insights and recommend immediate actions to address service level risks.

Key Responsibilities:

  • Monitor real-time call volume and agent availability to ensure adherence to SLAs and common goals
  • Adjust intraday forecasts based on actual volume and staffing levels to optimize resource allocation and operational efficiency
  • Coordinate with workforce planners to implement schedule adjustments, including break and lunch timings, to meet unexpected demand
  • Communicate with operations team members and team managers to relay real-time insights and recommend immediate actions to address service level risks

Requirements:

  • Experience working within a complex contact centre environment, with demonstrated experience working in a similar role
  • Strong analytical and statistical skills and an understanding of workflow analysis
  • Critical thinking and decision-making skills
  • Excellent verbal and written communication skills
  • Self-driven and able to work autonomously and part of a team
  • Strong attention to detail and time management skills

Benefits:

  • Opportunity to work in a dynamic and fast-paced contact centre environment
  • Chance to develop and enhance your analytical and problem-solving skills
  • Collaborative and supportive team environment

Other Information:

  • Applications close at 11.59pm on Thursday 17 July 2025
  • DGS actively promotes diversity, inclusion and an equal opportunity workplace
  • We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples

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