Realtime Analyst

**Join us and let’s make a bigger difference together.**

Established in 1840, we’re Australia’s first member-owned wellbeing company. Today we have over $1 billion in revenue and provide smart solutions and services to more than 700,000 Australians. We employ over 7000 people and our purpose is to **Help People to Thrive**.

It’s an exciting time to be joining Australian Unity - we have grown significantly over recent years and are transforming to capitalise on further growth opportunities to help our customers and employees thrive. We operate with commercial principles and with a strong social purpose to create community value. Australian Unity is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

**Our Opportunity**:
**Across our Home Health Business, we’re transforming the way we work in our local communities to improve health and care outcomes for customers. By working together, differently - we believe we will be able to plan and deliver better care for customers. We'll be able to support customers to live vibrant, healthier, more independent and fulfilling lives. And we'll help them to be part of thriving and supportive communities.

As a Realtime Analyst within our Health Concierge Contact Centre, you will play a vital role in supporting the delivery of exceptional customer service by monitoring and managing real-time health concierge performance. This role is responsible for tracking intraday activity, identifying variances against forecasts, and taking timely action to optimize workforce utilization and service levels. By providing immediate operational visibility and proactive support, the Real-Time Analyst ensures staffing adherence, minimizes customer wait times, and contributes to the smooth and efficient running of the Health Concierge

This role is based at our Clayton office (M-City, 2125 Dandenong Road, Clayton VIC 3168)

**Accountabilities include**:

- Monitor inbound queues and system dashboards to ensure service levels are maintained throughout the day.
- Identify and respond to spikes in volume, long wait times, and SLA breaches in real time.
- Manage agent schedules, ensuring adherence to planned rosters and efficient coverage across queues.
- Action unplanned leave, late arrivals, and other schedule exceptions promptly to minimize service disruption.
- Provide timely updates to Team Leaders and Operations Managers regarding performance risks or issues.
- Escalate issues impacting performance (e.g. system outages, call spikes, unplanned leave)
- In the case of system outages alert and work with incident management teams to implement BCP processes
- Generate and distribute intraday and end-of-day reports on performance against key metrics (e.g. service level, adherence, occupancy)
- Analyze trends in intraday performance and identify recurring issues or improvement opportunities

**About You**:
To be successful in the role you will be able to demonstrate the following capabilities / experience:

- Previous experience in a similar or equivalent role.
- Demonstrated experience using technology and systems to build resource plans and contact strategies
- Demonstrated experience collaborating with stakeholders to support growth and sales initiatives and increase conversion.
- Proficiency embedding and using CRM and telephony systems.

**What’s on Offer**:
You will enjoy a range of great employee benefits and rewards including:

- Competitive salary + bonus program
- Enjoy additional yearly Well-Being and Community leave days
- 14-week paid parental leave, with equal benefit for both parents
- Employee Referral Program
- Employee Assistance Program - support and assistance for you and your partner at those times in life when you need it most
- Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
- Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more
- Available access to LinkedIn Learning courses through our great Learning platform