Real-Time Contact Center Performance Analyst

Auto & General; Rockhampton Regional; Presencial; AUD 70.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Performance bonuses

Volunteer days

Additional paid leave ('ME' day)

Parental leave

Professional development

Wellbeing programs

Descripción de la vacante

Auto & General is seeking a Real Time Analyst to monitor and optimise intraday contact centre performance. The role focuses on real-time SLA management, agent productivity, and adapting to fluctuating call volumes using WFM tools.

You will adjust schedules and routing, communicate performance insights to leadership, and collaborate with Workforce Planners to ensure forecasts and staffing meet service levels.

Formación

• 2–3 years in Real Time Analyst or intraday WFM in contact centre.
• Advanced proficiency with Genesys WFM, Genesys ACD and Intradiem.
• Strong understanding of SLA, AHT, occupancy, adherence and abandon rate.
• Excellent verbal and written communication skills.

Responsabilidades

• Monitor queues, agent states, service levels and occupancy in real time.
• Identify and address service level risks and staffing gaps.
• Adjust breaks, meetings and routing to balance workloads.
• Provide updates on performance, forecasts and risks to leadership.
• Collaborate with Workforce Planners to ensure accurate forecasts.

Conocimientos

WFM real-time optimization

Analytical thinking

Verbal and written communication

Stakeholder communication

Educación

Bachelors in Business/Statistics/Operations Management

Herramientas

Genesys WFM

Genesys ACD

Intradiem

Descripción del empleo

Auto & General is seeking a Real Time Analyst to monitor and optimise intraday contact centre performance. The role focuses on real-time SLA management, agent productivity, and adapting to fluctuating call volumes using WFM tools.

You will adjust schedules and routing, communicate performance insights to leadership, and collaborate with Workforce Planners to ensure forecasts and staffing meet service levels.