Real Time Analyst

**Your New Role Looks Like This**:
The Real Time Analyst will deliver real-time workforce management support and scheduling of activities for telephony queues and non
- telephony queues in the management of queue performance and agent availability to meet set metrics for Contact Centre performance and Operational Departments

The role will effectively allocate, schedule, and manage resources and agent coverage to meet forecasted volumes and includes delivery of performance reporting to support teams and departments in meeting forecast member demand.

Key Responsibilities Include:

- Investigate, analyse, manage, and communicate real time productivity metrics (adherence, AHT, talk time, ACW, etc.) and call volume trends (above/below forecast)
- Deliver scheduling of activities for teams and departments to support real-time queue performance
- Monitor real time adherence, manage call queues, and adjust schedules accurately and update real time skill changes in a timely manner to meet business service level targets
- Communicate real time changes/ recommendations to internal customers in a timely manner and seek co-operation and/or approval for real time changes from key stakeholders.
- Identify abnormalities regarding agent performance to enable Team Leaders and Centre managers to take remedial action and support agents in performance development
- 100% accuracy of data management and data input
- Work with both the Resource Management Planners & Schedulers to ensure all data is up to date and accurate

**Please note that this is a 12pm-8pm Monday to Friday role.**

**About You**:

- Experience with Resource Management Software (Desirable but not essential) in a contact centre environment
- Understanding of Resource Management principles (Desirable but not necessary)
- Intermediate or Advanced skills in Microsoft suite: Outlook, Excel, PowerPoint, Word, Teams, and SharePoint
- Sound and confident decision making
- Strong Problem-solving ability
- Task Management - ability to manage multiple competing tasks
- Effective communication - written and verbal with the ability to present to a group of stakeholders
- High attention to detail whilst remaining adaptable to dynamic changes in the business
- Ability to work in a team environment but also to work autonomously when required
- Analytical skills - trend analysis and identification of opportunities
- Flexibility in supporting the Resource Management Team outside of normal rostered hours if required

**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 PLUS our Bump to Baby
- 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

**What Makes Us, Us**

We want to be the most trusted wellbeing company in Australia, and this means our focus on wellbeing starts with our people. We support our employees Real Wellbeing so that they can better support our members' and customers' wellbeing journey.

At Australian Unity We're for real wellbeing. For us, real wellbeing means so much more than physical health. It's about your standard of living, your personal relationships and being connected to your community. It's about what you want to achieve in life, while having the security to get out and do what makes you happy.

We're **bold, warm, and honest**. We make a real difference to people's wellbeing.