Real Time Analyst

1 month ago

Richmond, Australia REA Group Full time

Develop your career at REA

Permanent Opportunity

Know someone who would be great for this role and want to land yourself a $2,000 referral bonus? Check out our Employee Referral Program and use the Refer button to submit their details.

You’re here because you’re interested in taking the next step in your career. Your team knows you are great, but this team might not know you so well. This role reports to Michelle Langley – Head of Customer Support– it wouldn’t hurt to reach out to them for a chat to learn more about the position Prior to applying, please speak with your current manager – it’s crucial they are aware of your interest in another role.

Which team is this in

The Customer Support team sits within our Customer Solutions & Operations (CSO) function. CSO is accountable for delivering customer and operational excellence through all post-sales service experiences – i.e., customer product & pricing fulfilment, customer servicing and customer credit/payment assistance. Customer Solutions & Operations reports through to a broader function called Customer Group, consisting of Customer Solutions & Operations, Product & Sales.

Day to day of the job

The Real Time Analyst is responsible for driving the continuous improvement of customer experience. The role will see you monitoring agent activities and ensuring adherence to schedules and activity entries are up to date within the workforce management platform, on a day-to-day basis. The Real Time Analyst is passionate about quality and accuracy, as well as continuous improvement. The role will include but not limited to:

  • Maintain and forecast weekly rosters in line with business and staff requests that effectively manage queue volumes and meet SLAs.

  • Proactively monitor all queues, ensuring actions are taken on rosters to achieve target metrics (SLAs) are met ongoing and in response to volumes spikes.

  • Produce accurate reporting data that highlights results across key business drivers, including identifying trends to leadership.

  • Maintain real time activities by the consultants to ensure a clear view of rostering data.

  • Drive team productivity through maintaining team schedule adherence, identifying and proactively taking action with consultants when schedules are not adhered to.

  • Analysis of data and reporting with recommendations that identify business opportunities and continuous improvement.

  • Communicate with influence with internal stakeholders – maintain a high level of professional communication with team leaders, CSO leadership team and sales leadership.

  • Accuracy and adherence in all work completed.

Who we’re looking for 

  • 2 years experience in customer service and a workforce planning environment.

  • Experience managing a variety of stakeholders at different levels.

  • Excellent attention to detail, quality, accuracy and communication skills.

  • Experience in Zendesk, Genesys, Salesforce and/or AWS (Amazon connect is our telephony system) is highly beneficial

  • Experience in Workforce Planning fundamentals.

  • Someone who looks at tricky situations through a solutions-focused lens.

  • Someone who works productively in a fast-paced and agile environment.

  • Someone who can persist and perform in ambiguous environments.

  • Strong customer focus – both internally and externally.

  • Intermediate to Advanced MS Excel usage.
     

Some of these things might push you out of your comfort zone or you might be looking at this thinking you can absolutely flourish in this role… Whatever you think, we think you should throw your hat in the ring

Reach out to Morgan Thorndyke if you need any help.

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