Real Time Analyst

Genesis Energy NZ; Hamilton; On-site; NZD 65,000 - 95,000; Full time

Benefits offered by this job

Southern Cross insurance

Flexible working

Wellbeing & KiwiSaver support

Career development

Payroll process support

Job summary

Genesis Energy NZ is seeking a Real Time Analyst to join our Workforce Planning team in Hamilton for a fixed-term assignment through May 2027. The role supports customer service operations by balancing demand, capacity and service performance using real-time data and sound judgment.

You'll monitor live performance, adjust staffing, forecast needs, analyse trends and collaborate with team leaders to keep schedules accurate and payroll processes smooth.

Qualifications

• Experience in a contact centre or customer service environment.
• Strong Excel skills and ability to interpret data.
• Good problem-solving and decision-making abilities.
• Clear communication and stakeholder management skills.
• Interest in workforce planning; WFM experience is a plus.

Responsibilities

• Monitor real-time performance and adjust staffing to maintain service levels.
• Use forecasting and data to plan staffing and resources.
• Identify trends and opportunities for improvement.
• Collaborate with team leaders and stakeholders to respond to changing needs.
• Maintain schedules and support payroll processes.

Skills

Excel

Data analysis

Problem-solving

Communication

Forecasting / workforce planning

Job description

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.

Ready to join us?

This is more than just a job - it's your chance to be part of something meaningful. If you're curious, capable, and care about creating a better future, don't wait. Let's shape what's next, together. Join us and enjoy all that's ahead - for your career and New Zealand's energy future.

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.