Real Time Analyst

6 days ago

Melbourne, Australia UniSuper Full time

**_12-month contract with a leading industry super fund _**:

- **_Drive real-time impact in a fast paced, purpose-led team _**:

- **_Use data to shape better outcomes for our members _**

**About US**
UniSuper is a place where passionate people and bold ideas thrive. As one of Australia’s leading super funds, we believe in the power of collective impact. Meaningful work here drives real change, as driven individuals come together to shape a better future for our members, our planet, and each other. Join us and be part of something bigger.

**The opportunity**
As a Real Time Analyst within our Workforce Planning & Insights team, you’ll be at the heart of our operational rhythm, helping to ensure our teams are empowered, agile, and ready to respond to what matters most.

This role offers the chance to work in a fast-paced, high-impact environment where your insights and decisions directly influence member experience.

You’ll collaborate with leaders across the business, respond to live service demands, and use data to drive smarter, more responsive operations. If you're someone who enjoys solving problems in the moment, takes initiative, and enjoys making a visible difference, this is a role where you can truly excel.

In this role, you will:

- Monitor live performance metrics to ensure service levels and member expectations are consistently met.
- Make real-time staffing decisions to maintain strong coverage across service and advice channels.
- Identify and respond to performance trends, working with stakeholders to implement timely solutions.
- Deliver actionable reporting that supports operational decision-making and continuous improvement.
- Partner with team leads and planners to align resources with member demand and business priorities.
- Use data and insights to recommend enhancements that improve efficiency and elevate member experience.

**About You**
You’re someone who brings drive, focus, and a deep sense of purpose to everything you do. You thrive in fast-moving environments, love solving complex challenges, and take pride in delivering work that makes a real difference.

You’re confident in your expertise, but equally value collaboration, connection, and continuous growth. You’re the kind of person who lifts those around you and brings energy to every interaction.

We’re looking for someone who:

- Has a strong background in contact centre operations or workforce management, ideally with experience in a real-time analyst role.
- Is confident using platforms like Genesys Cloud CX and understands how to leverage technology to support performance.
- Communicates with clarity and empathy, and builds strong relationships across teams.
- Has a sharp analytical mindset and a proactive approach to problem-solving.
- Thrives under pressure and can adapt quickly to changing priorities.
- Influences with integrity and works collaboratively to drive meaningful outcomes.

**The US way**
UniSuper believes that the best way to achieve great things is when we come together and collaborate. Therefore, we ask you to be able to commit to 60% of your time in office. UniSuper is proud of our culture and benefits, which empower our people to achieve their full potential, thrive, and grow their career with us. These include:

- 3 days office closure over Christmas
- 3 days accrued for 'Community, Culture & Wellbeing' leave
- Access to amazing lunch & learn sessions including with external experts

**Know how to grow.

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