Real Time Analyst

Serco is a place where you can grow

Join a team of 12,000+ professionals across Asia Pacific (APAC) and experience a place of challenge, opportunity, and reward.

We offer out of business working hours to suit whatever stage of your career you are at, including:

• Part-time schedule with a set combination of 3-hour shifts based on your preference of:
  • 3 hours between 5:00am to 9:00am on weekdays
  • 3 hours between 5:00pm to 10:00pm on weekdays
  • 3 hours between 8:00am to 8:00 pm on weekends and public holidays
• 12-month fixed-term contract with potential to extend
• Penalty rates for time worked before 7am, after 7pm, on weekends and public holidays
• Inclusive and supportive team culture where you can thrive
• Work from home during your scheduled shift times
• Contribute to meaningful government service delivery

Make an impact at Serco

As a Real Time Analyst in the Workforce Planning team, you'll play a key role in monitoring and managing real-time and near future staffing levels across our contact centre operations. Your work will help ensure we meet service targets while supporting consultant wellbeing. You will also support front line staff in their use of Workforce Management technology. This structured role has 3 hour shifts worked pre 9am, post 5:00pm and 8am to 8pm on weekends and public holidays. It offers true flexibility by allowing you to choose when you start and end within the time windows outlined. It is a structured role with a clear daily to-do list to guide your success.

As a Real Time Analyst in the Workforce Planning team, you'll make a positive impact by:

• Supporting frontline staff in their use of Workforce Management Technology, including a phone app and web browser.
• Support frontline staff by adjusting training, break, and shift times so they get adequate rest between phone calls and the business meets service level needs.
• Supporting the business service level by advertising additional shifts or time off options using a bulk SMS tool.
• Identifying and advising leaders of schedule anomalies.

Serco is a place for you

To be successful in this role you'll have:

• A minimum typing speed of 40 words per minute.
• Enjoy doing things thoroughly and accurately.
• Ability to follow detailed instructions.
• The ability to prioritise tasks under pressure with attention to detail.
• An ability to share screens with others to support their use of WFM Technologies.

In joining us, you'll be part of a highly supportive culture with trusted leaders that will help you achieve your goals. Here, you will appreciate a flexible approach to work-life that comes with working at a company with long-term government-backed contracts.

Are you ready to do important work that really matters?

At Serco, we bring together the right people, the right technology, and the right partners to create impactful solutions that address some of the world's most urgent and complex challenges.

We focus on serving governments all over the globe. The work we do has touched the lives of millions in Australia, New Zealand, and Hong Kong, and offers unique opportunities to leverage your skills across our core capabilities in Health, Defence, Maritime, Justice, Immigration, and Community Services.

We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGTBQI+, veterans and people with disability.

By joining Serco you'll have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.

Impact a better future at Serco.