Real-Time Contact Centre Optimisation Analyst

Department of Government Services; Melbourne; In loco; AUD 60.000 - 85.000; Tempo pieno

Descrizione del lavoro

Department of Government Services in Melbourne is seeking a Real Time Analyst for the Whole of Victorian Government Contact Centre (WoVGCC) Support Service Team. The role focuses on monitoring real-time volumes and staffing to ensure service levels are met and decisions are data-driven.

You will monitor resource levels, adjust intraday forecasts, and collaborate with workforce planners to optimize schedules.

Competenze

• Experience in a complex contact centre environment and similar role.
• Strong analytical and statistical skills with workflow analysis.
• Critical thinking and decision-making abilities.
• Excellent verbal and written communication skills.
• Self-driven, autonomous, and capable of teamwork.
• Attention to detail and time management.

Mansioni

• Monitor real-time call volumes and agent availability to meet SLAs.
• Adjust intraday forecasts based on volume and staffing data.
• Coordinate schedule adjustments with workforce planners.
• Relay real-time insights to operations and managers.
• Manage real-time escalation processes during high volume events.
• Document incident resolutions and impact on service levels and costs.

Conoscenze

Analytical thinking

Communication skills

Self-motivation

Time management

Decision making

Descrizione del lavoro

Department of Government Services in Melbourne is seeking a Real Time Analyst for the Whole of Victorian Government Contact Centre (WoVGCC) Support Service Team. The role focuses on monitoring real-time volumes and staffing to ensure service levels are met and decisions are data-driven.

You will monitor resource levels, adjust intraday forecasts, and collaborate with workforce planners to optimize schedules.