Performance Optimisation Specialist

2 days ago

Australia beBeeAnalytical Full time $90,000 - $120,000

**Role Overview**

We seek a Performance Optimisation Specialist to enhance our Contact Centre. In this role, you will oversee the alignment of people and systems with demand.

About the Role**

As a key member of our team, you will work closely with Team Leaders, Workforce Planning, IT, and Operations to ensure seamless performance across phone, chat, and email channels.

Key Responsibilities**

* Monitor queues, schedules, and agent adherence in real-time to maintain service levels.

* Analyze intraday performance metrics (ASA, AHT, occupancy, queue performance) and adjust resources as needed.

* Report on call volumes, agent availability, and performance trends throughout the day.

* Support escalation procedures and business continuity planning to minimise downtime.

Requirements**

To succeed in this role, you must have:

* Experience in workforce management or contact centre performance analysis.

* Strong analytical and problem-solving skills with the ability to identify trends quickly.

* Understanding of contact centre metrics and routing environments (desired).

* Excellent communication skills and confidence working with stakeholders across teams.

What We Offer**

We provide a friendly and supportive environment, ongoing development opportunities, and a range of health and wellbeing benefits. If you are passionate about using data to drive outcomes, we would love to hear from you.

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