Real Time Analyst

We are looking for a Real-Time Analyst to join the Workforce Management Team at News Corp for a permanent full-time role. You will be someone who is able to adapt to a fast paced and challenging environment, identify process improvements and challenge how we do things day to day. This role is based in Adelaide. It is required you are available to work two days on the weekend (Saturday 7.00 - 14.00 and Sunday 7.00 - 12.00) plus three days during the week.

**What's the role?**

As a Real Time Analyst, you will work closely with internal teams to help monitor incoming volumes in queues, report on daily attendance schedule adherence of agents in real-time, ensuring optimum service levels are achieved to deliver consistent performance.

Responsibilities include, but are not limited to:

- Real time monitoring of incoming queues and outbound activity to ensure the day is executed according to plan while making adjustments to changing circumstances in line with business strategic objectives
- Understand contact drivers, business changes and seasonality in order to provide variance analysis of forecast to actual results
- Ensure the right skills are applied to the right work at the right time to provide the best outcome for the business in terms of cost, revenue and customer experience.
- Optimise plans based on new information and results
- Maintain knowledge of best practice contact centre principles, techniques and systems in order to make recommendations for improvements in our business.
- Establish key relationships and work closely with the leadership team, understand key activities and translate them into customer contact volumes and required resourcing.
- Provide support to Team Leaders in accommodating their activities as well as support in organising their weekly workload based on requirements
- This is a role where every day is different, with a new problem to solve

**Who are you?**
- Demonstrated experience in a Real-Time Analyst position using WFM software (desirable)
- Relevant experience in a large and complex Contact Centre (desirable)
- Demonstrated analytical, mathematical, planning and decision making skills (critical)
- High level of accuracy and attention to detail
- Driven by data, not feeling, you see stories in numbers
- Adept at working with formulas in spreadsheets
- Resilient, adaptable and able to hit the ground running
- Not afraid to challenge the status quo and suggest process improvements
- Able to build collaborative relationships with internal customers

**What's in it for you?**
- Permanent full-time position
- Opportunity to innovate, challenge the norm and pioneer the way forward
- Variety of work where no two days are the same
- Work with some of Australia's most recognised and prestigious brands
- Make a difference as part of Australia's most influential media organisation
- Flexible working environment
- Modern CBD offices with on-site, subsidised canteen and gym

**Who are we?**
We are Australia's number one and most influential media organisation with more than 150 prestige brands across news, sport and lifestyle. Each month more than 17 million Australians choose to consume news and entertainment from our digital and print products - more than any other media group in Australia.

**Where do I sign?**
- Diversity strengthens our national teams and newsroom as we seek to tell stories that represent the communities of Australia. Our people make us unique, and so we are committed to equal employment opportunities regardless of race, religion, sexual orientation, age, disability or gender identity. Applicants of diverse backgrounds are encouraged to apply_