Real Time Analyst

2 weeks ago

Parramatta, New South Wales, Australia Tabcorp Full time $80,000 - $120,000 per year

About Tabcorp
Tabcorp is Australia's leading gambling entertainment company, renowned for our world-class brands including TAB, Sky Racing, and MAX. It's an exciting moment in our history – a new era for Tabcorp. We're bringing industry-leading products and services to our customers, leading with integrity, and creating value for our shareholders and industry partners by breaking into new horizons.

About The Role
Within Tabcorp, our Operations business unit leads customer and client facing operations and is the driving force behind our transformation. An opportunity now exists for a Real Time Analyst to join us. You'll support our Customer Service Centre and be responsible for analysing, monitoring, and reacting to real-time staffing levels and contact centre volumes. Specifically, you will:

  • ensure smooth daily operations of the Customer Service Centre, meeting goals across various channels.
  • monitor and drive adherence to schedules, ensuring sufficient resources to meet customer demand and adjusting for any anomalies;
  • contribute to forecasting, scheduling, and analysing metrics to improve customer service and resource management;
  • track performance against KPIs and identify and escalate any issues that impact service delivery of the Service Centre;
  • contribute to scenario planning to test resourcing strategies and assist in designing or improving forecast models; and
  • handle administrative duties like absence tracking, shift swaps, leave approvals, and performance reporting.

About You
To be successful in this role you will demonstrate:

  • ability to quickly identify data requirements, solve problems, and suggest improvements in workforce management processes;
  • strong ability to work as part of a team, assist others, and contribute to achieving goals and deadlines;
  • capable of presenting findings to stakeholders in a clear, concise manner and telling the "story" behind the data;
  • strong attention to detail and willingness to learn new skills;
  • knowledge of Contact Centre performance metrics and experience with Excell and ideally with Workforce Management Systems.

What You'll Get

  • Various leave options, including cultural, volunteer, flexi, and 18-weeks parental leave.
  • Access to our health and wellbeing app and Employee Assistance Program.
  • Monthly social activities, competitions, awards, and complimentary event tickets.
  • Access to digital learning modules for continuous upskilling.
  • Ongoing commitment to diversity and inclusion through leading policies and initiatives.

Next Steps
Apply today clicking the appropriate link.

We're committed to creating an inclusive workplace where everyone feels valued for their contribution and has a sense of belonging and is treated with respect. As a Tabcorp employee, you will:

  • foster a respectful and inclusive working environment within their team; and
  • support and contribute to initiatives aimed at managing the risk of gender inequality, sexual harassment, and other inappropriate behaviour in our workplaces.

We welcome applications from candidates with visible and non-visible disability, or with any workplace accessibility requirements. Please reach out via should you require any accommodations or adjustments to ensure your full participation in our recruitment process.

Tabcorp is a 'Circle Back Initiative' employer – we commit to respond to every applicant.

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