Real-Time Operations Analyst (Contact Center WFM)

Auto & General Insurance; Australia; Vor Ort; AUD 60.000 - 90.000; Vollzeit

Benefits dieser Stelle

Bonuses

Volunteer days

ME day

Parental leave

Learning & development

Employee discounts

Zusammenfassung

Auto & General Insurance seeks a Real Time Analyst to monitor intraday contact centre performance, adjust schedules, and balance workloads in real time. You’ll use Genesys WFM/ACD, Verint and Intradiem to meet SLAs and optimize agent productivity, reporting findings to leadership and frontline teams.

With 2–3 years in a similar role, you’ll bring strong analytics, advanced Excel skills, and experience in regulated environments.

Qualifikationen

• 2 to 3 years in Real Time Analyst or intraday WFM role in a contact centre.
• Advanced proficiency with Genesys WFM, Genesys ACD and Intradiem.
• Strong understanding of service level, AHT, occupancy, adherence and abandon rate.
• Analytical and problem solving skills with quick data interpretation.
• Excellent verbal and written communication across audiences.
• Experience in insurance/financial services or regulated environment advantageous.
• Tertiary qualification in Business, Statistics or Operations Management, or equivalent.
• Advanced Excel skills.
• Experience with reporting tools and dashboards.
• Understanding of forecasting and scheduling principles.
• Experience with Genesys Cloud CX specifically.

Aufgaben

• 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.

Kenntnisse

Real Time Analyst

Intraday WFM

Genesys WFM

Genesys ACD

Intradiem

Analytical

Communication

Insurance domain experience

Forecasting

Scheduling

Excel

Reporting tools

Ausbildung

Degree in Business/Statistics/Operations Management

Tools

Genesys Cloud CX

Genesys WFM

Verint

Intradiem

Excel

Jobbeschreibung

Auto & General Insurance seeks a Real Time Analyst to monitor intraday contact centre performance, adjust schedules, and balance workloads in real time. You’ll use Genesys WFM/ACD, Verint and Intradiem to meet SLAs and optimize agent productivity, reporting findings to leadership and frontline teams.

With 2–3 years in a similar role, you’ll bring strong analytics, advanced Excel skills, and experience in regulated environments.