Intraday Real-Time Analyst - Hybrid

IKEA; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

5 weeks leave

Parental leave

EAP

Co-worker discount

Meal subsidies

Uniform provided

Onsite parking

Benefits program

Loyalty program

Bonus program

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 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

Qualifications

• At least 3 years' experience in a contact centre workforce management environment.
• Experience as Intraday Specialist, Real-Time Analyst, or similar workforce planning role.
• Strong understanding of forecasting, capacity planning, scheduling, and intraday management.
• Excellent analytical and problem-solving skills, with the ability to interpret data and make informed recommendations.

Responsibilities

• Monitoring operational performance across customer contact channels using workforce management tools and dashboards.
• Tracking key metrics including contact volume, service levels, queue times, average handling time, abandonment rates, and schedule adherence.
• Ensuring demand and staffing levels remain balanced by identifying performance risks and implementing appropriate corrective actions.
• Proactively communicating real-time performance issues and recommendations to leaders and key stakeholders.
• Coordinating short-term workforce adjustments, such as rescheduling activities, meetings, and training sessions to maintain operational performance.
• Monitoring queue performance across channels and skills to minimise customer wait times and maximise co-worker productivity.
• Providing insights and recommendations to Scheduling Specialists and Operations teams to support continuous improvement of workforce planning processes.
• Analysing operational trends and identifying opportunities to improve efficiency, customer experience, and service outcomes.
• Working with systems including Genesys, Verint, Kronos, Dialog, and other workforce management platforms to support real-time decision-making.

Skills

Intraday Specialist

Real-time analysis

Forecasting

Capacity planning

Scheduling

Genesys

Verint

Excel

Stakeholder management

Tools

Genesys

Verint

Kronos

Dialog

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