Real-Time Intraday Workforce Analyst

Inter IKEA Systems B.V.; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

5 weeks annual leave

Parental leave and wellbeing benefits

Employee Assistance Program

Job summary

IKEA is seeking an Intraday Specialist in NSW, Australia, to monitor and optimise real-time contact centre performance. You will track key metrics, coordinate short-term staffing actions, and provide data-driven insights to improve service levels and efficiency.

Join a diverse Workforce Management team and collaborate with Operations Leaders, Scheduling Specialists and wider stakeholders to ensure optimal capacity and customer experience across channels.

Qualifications

• 3+ years in a contact centre workforce management role.
• Experience as Intraday Specialist, Real-Time Analyst, or similar.
• Strong forecasting, capacity planning, scheduling and intraday management knowledge.
• Experience monitoring real-time performance and service levels across channels.
• Proficiency with Genesys, Verint and other WFM platforms; advanced Excel skills.
• Excellent communication and stakeholder management; detail-driven with improvement mindset.

Responsibilities

• Monitor operational performance across contact channels in real time.
• Track metrics: volume, service levels, queues, AHT, abandon rates, adherence.
• Balance demand and staffing; identify risks and implement actions.
• Communicate real-time insights and recommendations to leaders.
• Coordinate short-term workforce adjustments (rescheduling, meetings, training).
• Monitor queue performance to minimize wait times and boost productivity.
• Provide insights to Scheduling and Operations to improve processes.
• Analyse trends and identify efficiency and service improvements.
• Collaborate with Genesys, Verint, Kronos, Dialog and other WFM tools.

Skills

Workforce management

Forecasting

Capacity planning

Scheduling

Intraday management

Real-time monitoring

Data analysis

Excel

PowerPoint

Stakeholder management

Tools

Genesys

Verint

Kronos

Dialog

Job description

IKEA is seeking an Intraday Specialist in NSW, Australia, to monitor and optimise real-time contact centre performance. You will track key metrics, coordinate short-term staffing actions, and provide data-driven insights to improve service levels and efficiency.

Join a diverse Workforce Management team and collaborate with Operations Leaders, Scheduling Specialists and wider stakeholders to ensure optimal capacity and customer experience across channels.