Intraday Real-Time Analyst – Workforce Optimizer (Hybrid)

IKEA; Sydney; Hybrid; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Annual leave 5 weeks

Parental leave

Family & community leave

Employee assistance 24/7

Co-worker discount 15%

Meals at coworker restaurant

Free coworker parking

Benefits membership

Bonus programme

Loyalty programme

Job summary

IKEA Tempe, NSW, is seeking an Intraday Specialist to monitor and manage real-time contact centre performance and align demand with workforce supply. You will use workforce management tools and dashboards to optimise service levels across channels.

Key responsibilities include analyzing metrics, coordinating short-term staffing adjustments, and communicating recommendations to leadership. Proficiency in Genesys, Verint, Kronos and Dialog is desirable.

Qualifications

• 3+ years in a contact centre workforce management environment.
• Experience as Intraday Specialist or Real-Time Analyst.
• Strong WFM principles: forecasting, capacity planning, scheduling, and intraday management.
• Experience monitoring real-time performance across multiple channels.
• Proficient in Excel and reporting tools.

Responsibilities

• Monitor real-time contact channel performance using workforce management tools and dashboards.
• Track metrics: contact volume, service levels, queue times, AHT, abandon rate, and schedule adherence.
• Ensure balanced demand and staffing by identifying risks and implementing corrective actions.
• Proactively communicate real-time performance issues and recommendations to leaders and stakeholders.
• Coordinate short-term workforce adjustments (rescheduling, meetings, training) to maintain performance.
• Monitor queue performance across channels and skills to minimise customer wait times.
• Provide insights to Scheduling Specialists and Operations teams to improve workforce planning.
• Analyse trends to identify efficiency and customer experience improvements.
• Work with systems like Genesys, Verint, Kronos, Dialog to support real-time decision-making.

Skills

Intraday specialist

Real-time analyst

Workforce planning

Forecasting

Excel & reporting

Stakeholder mgmt

Multichannel support

Data analysis

Tools

Genesys

Verint

Kronos

Dialog

Job description

IKEA Tempe, NSW, is seeking an Intraday Specialist to monitor and manage real-time contact centre performance and align demand with workforce supply. You will use workforce management tools and dashboards to optimise service levels across channels.

Key responsibilities include analyzing metrics, coordinating short-term staffing adjustments, and communicating recommendations to leadership. Proficiency in Genesys, Verint, Kronos and Dialog is desirable.