Real Time Analyst

Genesis; Hamilton; On-site; NZD 70,000 - 90,000; Full time

Benefits offered by this job

Southern Cross health insurance

Flexible working arrangements

Annual wellbeing allowance

Career development opportunities

Life and income protection insurances

Job summary

Genesis is seeking a Real Time Analyst to join the Workforce Planning team in Hamilton, NZ, on a fixed-term basis until May 2027. The role focuses on real-time performance, staff balancing, and delivering optimal customer service levels.

You will work with data, forecast demand, and collaborate with team leaders to support workforce planning and payroll processes, ensuring smooth operation of customer service activities.

Qualifications

• Experience in a contact centre or customer service environment.
• Strong Excel skills and ability to interpret data.
• Clear communication and ability to build relationships with stakeholders.
• Sound problem-solving skills and ability to make timely decisions.

Responsibilities

• Monitor real-time performance and adjust staffing to maintain service levels.
• Forecast and plan staffing using workforce data to optimise resources.
• Identify trends, analyse daily performance and recommend improvements.
• Collaborate with team leaders and stakeholders to respond to changing needs.
• Maintain accurate schedules and support workforce planning and payroll processes.

Skills

Data analysis

Excel

Communication

Problem solving

Decision making

Stakeholder management

Job description

In The Moment, For The Future

At Genesis, we’re always looking ahead - to new possibilities, smarter solutions, and a better energy future for Aotearoa New Zealand. Every role here plays a part in shaping what’s next, whether it’s through cutting-edge technology, bold thinking, or everyday excellence. If you’re driven by progress and inspired by purpose, this is your chance to be part of something remarkable. Step into a career where your actions today help power tomorrow.

What You’ll Do

We're looking for a Real Time Analysts to join our Workforce Planning team in Hamilton until May 2027. For internal candidates, this could be a secondment opportunity.

In this role, you'll help keep our customer service operations running smoothly by ensuring we have the right people available at the right time. You'll use real-time data, problem-solving and sound judgement to balance customer demand, team capacity and service performance, making a direct impact on the experience we deliver to our customers.

• Monitor real-time performance and make timely staffing adjustments to maintain service levels.
• Use forecasting and workforce data to plan staffing requirements and optimise resources.
• Identify trends, analyse daily performance and recommend opportunities for improvement.
• Work closely with team leaders and operational stakeholders to respond to changing business needs.
• Maintain accurate schedules and support effective workforce planning and payroll processes.

What You'll Need

You’ll be someone who enjoys working with data, solving problems and making decisions that have an immediate impact. You're comfortable juggling competing priorities, communicating with different stakeholders and adapting your approach as circumstances change.

We're Looking For Someone Who Brings

• Experience working in a contact centre or customer service environment, with an understanding of operational demands.
• Strong Excel skills, confidence using multiple systems and the ability to interpret data.
• Sound problem-solving skills, attention to detail and the confidence to make timely decisions.
• Clear communication skills and the ability to build effective working relationships.
• An interest in workforce planning, with previous workforce management or real-time analysis experience an advantage.

How We'll Help You Thrive

At Genesis, we know that every moment matters - it’s not just about the mahi today, it’s also all the other benefits that set you up for a thriving future.

Some Of Our Benefits Include

• Southern Cross medical insurance, plus life, trauma and income protection insurances
• Electricity and gas discounts and an extra 20 Power Shout hours per year
• Up to 4% match on KiwiSaver contributions or 3% with our GenSaver allowance
• Flexible working and leave options to support you to balance personal and professional needs
• Annual wellbeing allowance, access to Best Doctors online service for you and your family and other wellbeing offerings
• Career development opportunities and a supportive learning culture.

Everyone’s journey is different.

At Genesis, we understand that everyone has unique needs and experiences. We’re committed to creating a recruitment process that is fair, accessible, and inclusive for all. If you require any adjustments or accommodations to participate fully in our hiring process, please don’t hesitate to let us know. We’re here to support you every step of the way.