Senior Performance Analyst

3 days ago

Parramatta Park, Queensland, Australia beBeeCareer Full time $90,000 - $120,000
Job Summary

We're seeking a skilled Real Time Analyst to join our team. In this role, you'll be responsible for analysing and reacting to real-time data, ensuring smooth daily operations and meeting goals across various channels.

About the Role
  • Support our Customer Service Centre by monitoring and driving adherence to schedules, ensuring sufficient resources to meet customer demand and adjusting for any anomalies.
  • Contribute to forecasting, scheduling, and analysing metrics to improve customer service and resource management.
Key Responsibilities:
  • Track performance against KPIs and identify and escalate any issues that impact service delivery of the Service Centre.
  • Contribute to scenario planning to test resourcing strategies and assist in designing or improving forecast models.
  • Handle administrative duties like absence tracking, shift swaps, leave approvals, and performance reporting.
Requirements:
  • Ability to quickly identify data requirements, solve problems, and suggest improvements in workforce management processes.
  • Strong ability to work as part of a team, assist others, and contribute to achieving goals and deadlines.
  • Capable of presenting findings to stakeholders in a clear, concise manner and telling the story behind the data.
  • Strong attention to detail and willingness to learn new skills.
  • Knowledge of Contact Centre performance metrics and experience with Excel and ideally with Workforce Management Systems.
What We Offer:
  • Various leave options, including cultural, volunteer, flexi, and 18-weeks parental leave.
  • Access to our health and wellbeing app and Employee Assistance Program.
  • Monthly social activities, competitions, awards, and complimentary event tickets.
  • Access to digital learning modules for continuous upskilling.
  • Ongoing commitment to diversity and inclusion through leading policies and initiatives.

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