Realtime Analyst

Overview
Real-Time Analyst – I-MED Radiology Network
About The Role
As a Real-Time Analyst, you'll play a key role in ensuring our Contact Centre runs at its best. By monitoring and optimising performance across phone, chat, and email channels, you'll help deliver timely, efficient, and professional service for our patients and referrers. Working closely with Team Leaders, Workforce Planning, IT, and Operations, you'll make sure our people and systems are aligned to meet demand.
What You\'ll Be Doing
Monitoring queues, schedules, and agent adherence in real time to maintain service levels.
Analyzing intraday performance metrics (ASA, AHT, occupancy, queue performance) and reallocating resources as needed.
Reporting on call volumes, agent availability, and performance trends throughout the day.
Supporting escalation procedures and business continuity planning to minimise downtime.
Collaborating with Workforce Planning and Telephony teams to optimise scheduling and routing.
What We\'re Looking For
Experience in workforce management or real-time contact centre performance.
Strong analytical and problem-solving skills, with the ability to identify trends quickly.
Understanding of contact centre metrics and routing environments (preferred).
Excellent communication skills and confidence working with stakeholders across teams.
Ability to remain calm, focused, and decisive in a fast-paced environment.
What We Offer
Ongoing development.
A friendly and supportive environment
Health & wellbeing benefits, including EAP and staff programs.
The chance to be part of exciting projects that make a real difference.
If you\'re passionate about using data and real-time insights to improve outcomes, we\'d love to hear from you.
Apply today and help us deliver the best possible experience to our patients and referrers.
Seniority level
Entry level
Employment type
Full-time
Job function
Project Management and Information Technology
Industries
Hospitals and Health Care
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