Real Time Operations Manager

18 hours ago

Box Hill North, Victoria, Australia beBeeAnalyst Full time $100,000 - $110,000

Our goal is to ensure a seamless service delivery that meets the needs of our community. We are seeking an experienced Real Time Analyst who will be responsible for managing the operational intra-day performance standards to achieve optimal results.

The ideal candidate will have significant experience in workforce planning methodologies in a contact centre environment, with extensive knowledge of common metrics used in this field. They will also possess excellent influencing and negotiation skills, as well as the ability to think analytically and logically.

In this role, you will monitor current and upcoming staffing levels to ensure adequate coverage across all areas of operations. You will balance service delivery with financial constraints and utilize available resources effectively.

  • Monitor performance and make decisions regarding CTD resource availability across TZV locations to achieve a balance between service delivery and financial objectives.
  • Provide insight and recommendations to ECS Managers, EMECS's, Operational Resource department and other relevant stakeholders regarding operational initiatives.
  • Perform all Workforce Management administrative duties including updates to schedules, break optimisation, telephony skill changes, staff adjustments and overtime allocation for the current and next calendar day.
  • Suggest solutions to the Real Time Desk Lead regarding identified trends, operational issues and process gaps; while managing contacts from all operational staff relating to planned and unplanned absences and assessing the impact on staffing requirements.
  • Assess all weather warnings to determine potential impacts on operational performance and if required; perform severe weather reforecast processes.
Required Skills and Qualifications
  • Extensive experience in workforce planning methodologies in a contact centre environment.
  • Knowledge of common metrics genuinely used in a contact centre environment.
  • Ability to think analytically and logically and apply creative solutions to resource constraints and changes with an outstanding attention to detail.
  • Understanding of workforce management principles and practices and the ability to manage resources to meet fluctuating workloads and conditions while understanding financial implications of decisions made.
  • Excellent influencing and negotiation skills.
Benefits
  • Competitive salary.
  • Flexible working arrangements.
  • Employee benefits including employee assistance program for employees and eligible family members, discounted health insurance, banking services and gym membership, 'Memberlink' discount card, accepted by 1,000's of retailers and services providers, free staff parking at all our sites, and salary packaging options after an initial service period.
Others

We value diversity and inclusion in all forms - gender, religion, ethnicity, LGBTQIA+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply for our roles.

We aim to create a workforce that reflects the Victorian community in which we live.

Please note: all applications must be submitted via our Triple Zero Victoria Careers Portal.

For a confidential discussion, please email.

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