Analyst, Real Time

7 days ago

Burwood East, Australia Emergency Services Telecommunications Authority (ESTA) Full time

Job Function: Workforce Management
- Date Posted: 14 Aug 2025
- Job Requisition ID: 2325
- Work in a supportive and collaborative environment in the emergency services sector
- Impactful role supporting TZV’s operational workforce to serve the Victorian community
- Permanent, full-time role with hybrid work arrangements

About Triple Zero Victoria

Triple Zero Victoria (TZV) provides the critical link between the Victorian community and the state’s emergency services agencies. It provides Victoria’s 24-hour emergency call-taking and dispatch services for Police, Fire, Ambulance and VICSES.

This integration of emergency services communications within Triple Zero Victoria is unique in Australia and rare worldwide. The team at Triple Zero Victoria is deeply committed to the community it serves and is among the most dedicated and highly skills in its field.

About the Role

The Real Time Analyst will be a key and active participant of the Resource and Logistics team. The main function of the role is to manage the TZV operational intra-day performance standards to ensure they are achieved.

The role monitors current and upcoming staffing levels to ensure adequate coverage across all areas of operations. You will balance service delivery with financial constraints and use a global view to best utilise available resources.

Day to day responsibilities include:

- Monitoring performance and making decisions regarding CTD resource availability across TZV locations to achieve a balance between service delivery and financial objectives.
- Providing insight and recommendations to ECS Managers, EMECS’s, Operational Resource department and other relevant stakeholders regarding operational initiatives.
- Performing 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
- Suggesting solutions to the Real Time Desk Lead regarding identified trends, operational issues and process gap; while managing contacts from all operational staff relating to planned and unplanned absences and assessing the impact on staffing requirements.
- Assessing all weather warnings to determine potential impacts on operational performance and if required; performing severe weather reforecast processes

About You

Ideally, you will have significant experience in workforce planning methodologies in a contact centre environment.

Additionally, it is anticipated you will bring:

- Extensive experience in common metrics genuinely 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 while understanding financial implications of decisions made.
- Excellent influencing and negotiation skills

What We Can Offer You

You will be supporting a critical service to the Victorian community and will be rewarded with a competitive salary, flexible working arrangements and 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
- Salary packaging options after an initial service period

How to Apply

**Applications must be submitted by 11.59pm, Sunday 31 August 2025.**

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