Intraday Real-Time Analyst - Hybrid

Ikea; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Job summary

IKEA Customer Service Office in Tempe, NSW, is seeking an Intraday Specialist to monitor and manage contact centre performance in real time, ensuring demand and workforce supply stay aligned.

You will collaborate with Operations Leaders, Scheduling Specialists, and the workforce planning team to drive service levels across multiple channels, leveraging Genesys and Verint.

Qualifications

• 3+ years in a contact centre WFM environment.
• Expertise with Genesys and Verint.
• Strong analytical skills and effective communication.

Responsibilities

• Monitor and manage contact centre performance in real time.
• Ensure demand and workforce supply stay aligned across channels.

Skills

Real-time WFM

Genesys

Verint

Analytical skills

Communication

Tools

Genesys

Verint

Job description

IKEA Customer Service Office in Tempe, NSW, is seeking an Intraday Specialist to monitor and manage contact centre performance in real time, ensuring demand and workforce supply stay aligned. You will work with Operations Leaders, Scheduling Specialists, and the workforce planning team to drive service levels across multiple channels.

The role requires 3+ years in a contact centre WFM environment, expertise with Genesys and Verint, strong analytical skills, and the ability to communicate