Real Time Analyst

2 weeks ago

Ballarat, Victoria, Australia State Revenue Office Full time

**Real Time Analyst**
- **One (1) ongoing role in the Customer Services Branch, Business Revenue and Customer Services Division**:

- **Salary $95,102 plus 11.5% superannuation - VPS Grade 4**:

- **Based in Ballarat, with hybrid working opportunities**

**What we offer**

The State Revenue Office is the Victorian Government's revenue management agency, administering a range of taxes, duties, levies, grants and subsidies.

We aim to develop our people to achieve great outcomes for the Victorian community. We offer flexible working arrangements and a workplace culture that is rewarding and productive, where contributions are valued and recognised, expectations are clear, and treatment is fair and equitable. We are an equal opportunity employer that is committed to providing an inclusive, accessible and safe working environment.

Find out more about working at the SRO at sro.vic.gov.au/careers, or via our LinkedIn page.

**The opportunity**

Part of the Workforce Planning team, the Real Time Analyst is responsible for the real time management for our Customer Support team, through forecasting, scheduling and real time monitoring ensuring we have the resources with the right skills available to service our customers.

Reporting to the Workforce Analyst, you will be responsible for:

- Real time monitoring at an intraday level, ensuring insights on forecast deviations.
- Monitoring call volumes and agent adherence to ensure appropriate resource allocation and availability to achieve desired performance outcomes.
- Managing schedules from four weeks out through to daily to ensure optimised schedules, as well as review gaps in coverage and proactively suggest solutions to the leadership team.
- Schedule optimisation, ensuring all activities including leave are scheduled in line with staffing requirements, Award conditions and support employee engagement.
- Identifying opportunities for improvement in processes and performance.
- Reviewing and analysing performance against forecast and provide insights around forecast deviation.

**Who we are looking for**

To be successful in this role, you will have the following essential skills:

- Excellent communication and interpersonal skills coupled with the ability to build collaborative relationships with a variety of stakeholders.
- Ability to make effective decisions with limited information and agility to respond to last minute changes.
- Strong planning and organisational skills with high attention to detail.
- A high level of numeracy and literacy skills.

You will also have the following highly desirable skills:

- Resilience with a can-do attitude.
- Contact Centre experience.
- Workforce management experience in a multi-channel call centre environment.
- Intermediate knowledge of Microsoft Excel.

**How to apply**

You will need to:

- Upload a cover letter outlining your skills and experience.
- Uplaod a resume.

**More information**

Please note, as part of our selection process, we conduct pre-appointment checks including those related to references, identity, qualifications, work history, work visa, and police record history.

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