Real-time Analyst

16 hours ago

Melbourne, Australia Great Southern Bank Full time

At Great Southern Bank we're a customer-obsessed bunch. We pull out the stops to help all Australians own their own home. This means attracting and retaining customers through our strong brand, clever propositions, and award-winning service and support.

**About the role**

As the
**Real-time Analys**t, you are responsible for monitoring and driving effective performance across inbound and outbound contact channels, and other processing teams.

You will be joining a strong and engaging team who are accountable for creating a culture of exceptional service, teamwork, commitment to excellence and a professional work ethic that enables the achievement of team and organisational objectives.

Your responsibilities will include:

- Support in analysing current and historical call data trends, planning of rosters and forecasting and provide recommendations to Resourcing Planning to ensure customer satisfaction is maintained.
- Responsible for maintaining and creating daily, weekly, monthly cyclic reports
- Report and record all risks, hazards and incidents in line with our Risk Management framework.
- Implement and monitor processes that ensure all compliance and statutory requirements are met

**What you need to bring**
- Experience in a commercial, customer-centric contact centre environment.
- An understanding of key performance metrics and scheduling and adherence processes.
- Ability to communicate effectively creating team engagement and stakeholder satisfaction.
- Qualifications in any contact centre or workforce management data technologies (very desirable).
- Advanced Microsoft Excel skills are preferred.

**A little bit about us**

For over 75 years, we've been putting our customers first, and today we look after the financial needs of more than 380,000 Australians. We have recently changed our name from CUA to Great Southern Bank but we remain customer-owned and firmly focused on helping all Australians own their own homes.

We're ambitious and as we continue to grow, we are investing significantly in technology, products, and people. We have a culture that's fun, approachable, and supportive - allowing our team members to be their best every day, whether that's at work or at home.

We're hugely excited about the journey ahead and are looking for talented and enthusiastic people who want to be part of a winning customer team. If you are motivated, energetic, and dedicated to helping our customers achieve the great Australian dream, we want to hear from you

**What's in it for you?**

We believe that investing in our people is central to upholding our great culture. To help us achieve this, beyond our incentive program and extensive range of training and development programs, we have a variety of employee benefits that you can access from discounted financial and insurance products to health, wellness, lifestyle and unique leave options. Read more about these exciting employee benefits on our careers site

At Great Southern Bank, we're committed to building a strong, inclusive and diverse workplace, where people feel a sense of belonging, are valued, connected and respected.

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