Real-Time Workforce Analyst

Australian Unity Limited; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Bonus program

Well-Being and Community leave days

Parental leave

Employee Referral Program

Employee Assistance Program

Discounts and benefits across the AUI

Job summary

Australian Unity Limited is seeking a Realtime Analyst to monitor and manage workforce performance across our customer contact channels in Melbourne. You’ll use real-time data and WFM tools to help achieve service levels, optimise staffing and provide leaders with actionable insights.

In a fast-paced environment, you’ll collaborate with Workforce Planning, Team Leaders and Operational Managers and respond quickly to demand changes, scheduling exceptions and intraday coverage to improve customer

Qualifications

• Experience in a contact centre environment with workforce management exposure.
• Strong analytical and data interpretation skills with ability to communicate with stakeholders.
• Ability to adapt quickly to changing priorities and operate in a fast-paced setting.

Responsibilities

• Monitor real-time performance across queues and channels to meet service levels.
• Respond to call volume spikes, service level risks and operational issues as they arise.
• Manage intraday staffing requirements, schedule adherence and coverage.
• Action schedule exceptions including unplanned leave and roster changes.
• Provide real-time updates and recommendations to leaders to support performance outcomes.
• Generate intraday and end-of-day workforce performance reporting.

Job description

Australian Unity Limited is seeking a Realtime Analyst to monitor and manage workforce performance across our customer contact channels in Melbourne. You’ll use real-time data and WFM tools to help achieve service levels, optimise staffing and provide leaders with actionable insights.

In a fast-paced environment, you’ll collaborate with Workforce Planning, Team Leaders and Operational Managers and respond quickly to demand changes, scheduling exceptions and intraday coverage to improve customer