Real Time Analyst - BIG 4 BANK
Seeking an analytical problem solver, who thrives helping internal stakeholders to meet and exceed Customer Experience service levels.
Summary about this job
Management & Support
Company: Tenacity CX
Location: Sydney
Work type: Full Time
Salary: Great Benefits
Phone: +61-2-4270-8312
Fax: +61-7-1293-7676
E-mail: n\a
Site: n\a
Detail information about job Real Time Analyst - BIG 4 BANK. Terms and conditions vacancy
- Be Part of a High Performing Team
- Work for a Leading Insurer
- Full Time Position
Tenacity CX are Australia’s leading provider of recruitment solutions to the Customer Experience and Contact Centre industry. As a partner to leading Bank and their insurance business, we have a fantastic opportunity for a talented and motivated Real Time Analyst.
Based in thier Contact Centre, our client requires a Real Time Analyst to join the Workforce Planning Team and Operations Support Team. Working in a high performing team your role will be to provide effective, optimized rostering according to service agreements and people preferences, by using relevant industry tools. This is a fantastic opportunity for someone who has proven analytical experience, understands workforce data and who has a genuine interest to assist produce predicative reporting.
Your key responsibilities will include:
- Engage stakeholders to understand workforce demands
- Real time analysis, recommendation and collaboration in relation to unplanned absences, staff shortages, overtime/downtime; administering schedule changes to reflect projections and monitoring adherence to schedules
- Schedule workforce requirements to meet/exceed KPI’s
- Continuous monitoring of workforce activities
- Engage with the Leadership Team to ensure the smooth day to day running of the Contact Centre
- Contribute to initiatives to drive customer experience
- Align queues and relevant skill sets
- Managing competing requirements and prioritizing a multitude of tasks daily
- Providing fact-based insights to Team Managers
- Track key metrics, Work Load, AHT, Service Levels, planned/unplanned leave
Experience and skills required:
- Previous experience within a similar role and in a Contact Centre environment
- Exposure to working with a Workforce Planning Team
- Exposure to Contact Centre workforce planning software and technology
- Basic understanding of the concepts of workforce modelling and forecasting
- Strong problem solving and analytical skills
- Strong attention to detail with a focus on immediate solutions
- Strong communication skills, influencing, negotiation and interpersonal skills
- Intermediate Microsoft Office skills (Excel)
- Have impeccable organisation, prioritisation and time management skills
If would like to be part of a team where true customer service values matter then this role offers that, in addition to being part of a positive team where open communication and your contribution are encouraged. We look forward to hearing from you.
To apply online, please click on the link below and attach your resume as a word document.