Real Time Desk

Auto & General Australia; Brisbane; On-site; AUD 65,000 - 80,000; Full time

Benefits offered by this job

Bonuses

Volunteer days

Learning & development

Wellbeing resources

Staff discounts

Job summary

Auto & General Australia is seeking a Real Time Analyst to monitor, manage and optimise intraday contact centre performance. You will execute real-time strategies to achieve service levels, maximise agent productivity, and respond to fluctuating call volumes.

You will monitor real-time metrics, adjust schedules, routing, and skills, and provide updates to leadership. Prior experience in insurance/financial services is advantageous, with advanced Excel and reporting/dashboard skills.

Qualifications

• Strong analytical and problem solving skills with the ability to interpret data quickly and make informed decisions under pressure.
• Excellent verbal and written communication skills with the ability to clearly share performance insights with a range of audiences.
• Desirable: tertiary qualification in Business, Statistics or Operations Management, or equivalent experience.
• Advanced Excel skills and experience with reporting tools and dashboard creation.

Responsibilities

• Continuously monitor contact centre queues, agent states, service levels, AHT, occupancy and adherence in real time using WFM software and ACD systems.
• Proactively identify and address service level risks, staffing gaps or surpluses throughout the day.
• Manage dynamic schedule adjustments including breaks, lunches, meetings and training to maintain optimal staffing.
• Adjust agent skills and routing in real time to balance workloads and meet service levels.
• Provide timely updates on performance, forecasts and operational risks to leadership and team leaders.
• Collaborate with Workforce Planners to ensure forecasts and schedules are accurate and adhered to.
• Act as the first point of contact for system outages or major incidents, executing contingency plans and communicating resolution strategies.
• Generate intraday performance reports and conduct post-day analysis with recommendations for future WFM strategies.
• Maintain data accuracy and integrity within WFM systems.

Skills

Analytical skills

Communication

Problem solving

Education

Business/Statistics/Operations Management degree

Tools

Genesys WFM

Genesys ACD

Intradiem

Excel

Genesys Cloud CX

Job description

The role

The Real Time Analyst (RTA) is responsible for monitoring, managing and optimising intraday contact centre performance.

Brief Description

The Real Time Analyst (RTA) is responsible for monitoring, managing and optimising intraday contact centre performance. The RTA executes real-time strategies to achieve service level agreements (SLAs), maximise agent productivity and respond to fluctuating call volumes and staffing conditions. Acting as the nerve centre for day-to-day operations, the RTA makes critical adjustments and communicates effectively with leadership and frontline teams to deliver exceptional customer experience.

What You’ll Be Doing

• Continuously monitor contact centre queues, agent states, service levels, AHT, occupancy and adherence in real time using WFM software (Genesys, Aspect, Verint) and ACD systems.
• Proactively identify and address service level risks, staffing gaps or surpluses throughout the day.
• Manage dynamic schedule adjustments including breaks, lunches, meetings and training to maintain optimal staffing.
• Adjust agent skills and routing in real time to balance workloads and meet service levels.
• Provide timely updates on performance, forecasts and operational risks to leadership and team leaders.
• Collaborate with Workforce Planners to ensure forecasts and schedules are accurate and adhered to.
• Act as the first point of contact for system outages or major incidents, executing contingency plans and communicating resolution strategies.
• Generate intraday performance reports and conduct post-day analysis with recommendations for future WFM strategies.
• Maintain data accuracy and integrity within WFM systems.

What Experience You’ll Bring

• 2 to 3 years of experience in a Real Time Analyst or intraday WFM role within a contact centre.
• Advanced proficiency with Genesys WFM, Genesys ACD and Intradiem.
• Strong understanding of key contact centre metrics including Service Level, AHT, Occupancy, Adherence and Abandon Rate.
• Strong analytical and problem solving skills with the ability to interpret data quickly and make informed decisions under pressure.
• Excellent verbal and written communication skills with the ability to clearly share performance insights with a range of audiences.
• Experience in insurance, financial services or a similarly regulated environment is highly advantageous.
• Relevant tertiary qualification in Business, Statistics or Operations Management, or equivalent experience. Desirable
• Advanced Excel skills.
• Experience with reporting tools and dashboard creation.
• Understanding of forecasting and scheduling principles.
• Experience with Genesys Cloud CX specifically.

The Benefits Of Working At A&G

• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we’ve got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
• Access to A&G’s employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.

About Us

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community. Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, and Coles Insurance. We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer!

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

• A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.