Real Time Analyst

2 weeks ago

Melbourne City Centre, Australia Department of Government Services Full time

**About us**

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.

**About the role**

Reporting to the Workforce manager, within the Support Services team, the Real Time Analyst plays an essential role within WoVGCC Support Service Team, focusing on monitoring and analysing real-time contact volumes and staffing levels to ensure service levels are consistently met. This position involves a keen eye for detail and a strong ability to interpret data to make informed decisions. By monitoring resources, the Real Time Analyst helps maintain service level agreements (SLAs) and improve customer satisfaction. Their work supports the seamless operation of the contact centre, ensuring that the right number of agents are available at the right times to address customer needs efficiently. Through their efforts, the Real Time Analyst contributes to the overall effectiveness and efficiency of the workforce management team, making them an integral part of the WoVGCC.

**Key accountabilities include**
- Monitor real-time call volume and agent availability to ensure adherence to service level agreements (SLAs) and common goals.
- Adjust intraday forecasts based on actual volume and staffing levels to optimize resource allocation and operational efficiency.
- Coordinate with workforce planners to implement schedule adjustments, including break and lunch timings, to meet unexpected demand
- Communicate with operations team members and team managers to relay real-time insights and recommend immediate actions to address service level risks.

**About you**

To be considered for the role, you must be able to demonstrate:

- Experience working within a complex contact centre environment, with demonstrated experience working in a similar role.
- Strong analytical and statistical skills and an understanding of workflow analysis
- Critical thinking and decision-making skills
- Excellent Verbal and written communication skills
- Self-driven and able to work autonomously and part of a team
- Strong Attention to detail and time management Skills

For specific responsibilities please review the attached position description.

This position is only open to applicants with relevant rights to work in Australia.

**How to apply**
- a resume; and
- a cover letter which addresses the key selection criteria (within three pages)

**Other relevant information**

The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the department's obligations under the Occupational Health and Safety Act 2004 (OH&S Act), to support this DGS has a COVID-19 Vaccination policy which **strongly recommends** all DGS employees be fully vaccinated.

DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.

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