Realtime 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

Established in 1840, we are Australia’s first wellbeing company, delivering health, wealth and care services for our members and the community.

At Australian Unity, we're transforming the way we deliver care in local communities. Our Home Health team is focused on helping people live healthier, more independent and fulfilling lives through connected and customer-centred care. As we continue to grow, we're looking for a Realtime Analyst to play a critical role in ensuring our customers receive exceptional service when they need it most.

About the Opportunity:

As a Realtime Analyst, you'll be responsible for the day-to-day monitoring and management of workforce performance across our customer contact channels. You'll use real-time data and workforce management tools to ensure service levels are achieved, staffing resources are optimised, and operational leaders have the insights they need to make informed decisions.

Working closely with Workforce Planning, Team Leaders and Operational Managers, you'll proactively identify performance risks, respond to changing customer demand, and help drive a positive customer experience through effective workforce management.

What you’ll do:

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

About You:

You bring experience within a contact centre or workforce management environment and enjoy working in a fast-paced operational setting. You have strong analytical capability, a proactive mindset and can confidently communicate with stakeholders across the business. You are comfortable interpreting data, making recommendations and adapting quickly when priorities change.

You will also have:

• Experience in Workforce Management, Resource Planning or Real-Time Analysis within a contact centre environment.
• Experience using workforce management, CRM and telephony systems.
• Strong analytical, critical thinking and problem-solving skills.
• Well-developed communication and stakeholder management skills.
• The ability to work collaboratively across operational and support teams to achieve outcomes.
• Relevant tertiary qualifications and/or equivalent industry experience.

Why Join Us?

You will enjoy a range of great employee benefits and rewards including:

• Competitive salary + bonus program
• Enjoy additional yearly Well-Being and Community leave days
• 14-week paid parental leave, with equal benefit for both parents
• Employee Referral Program
• Employee Assistance Program – support and assistance for you and your partner at those times in life when you need it most
• Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
• Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more!
• Access Flare benefits including everyday discounts, premium perks, salary packaging options and wellbeing support

For further benefits visit: https://www.australianunity.com.au/careers/culture

Australian Unity is an Equal Opportunity employer and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people.