Realtime Performance Analyst - Housing Response Centre

Homes NSW; Liverpool City Council; On-site; AUD 75,000 - 110,000; Full time

Job summary

Homes NSW in Australia is seeking a Realtime Performance Analyst to monitor contact centre operations in real time, analyse service performance, and coordinate resources to maintain service levels and support positive customer outcomes.

You will join the Housing Response Centre to monitor and analyse contact centre performance in real time, ensuring resources are allocated effectively to meet customer demand and service targets, while collaborating with a team focused on innovation and

Responsibilities

• As a Realtime Performance Analyst, monitor contact centre operations in real time, analyse service performance, and coordinate resources to maintain service levels and support positive customer outcomes.
• As part of the Housing Response Centre, monitor and analyse contact centre performance in real time, ensuring resources are effectively allocated to meet customer demand and service level targets.
• You’ll work as part of a collaborative and customer-focused team that values innovation, accountability and continuous improvement.
• Analyse call volumes, service levels and workforce adherence trends.

Job description

You'll provide operational insights, identify emerging risks and trends, and recommend practical solutions to improve service delivery and workforce efficiency.

Key responsibilities

• As a Realtime Performance Analyst, you'll monitor contact centre operations in real time, analyse service performance, and coordinate resources to maintain service levels and support positive customer outcomes.
• As part of the Housing Response Centre, you will monitor and analyse contact centre performance in real time, ensuring resources are effectively allocated to meet customer demand and service level targets.
• You’ll work as part of a collaborative and customer-focused team that values innovation, accountability and continuous improvement.
• Analyse call volumes, service levels and workforce adherence trends.

What you need

• If you meet the essential requirements and the role resonates with you, you do not need to meet every desired requirement for us to want to talk to you.