Workforce - Real Time Analyst

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Real Time Analyst position with well known bank, working closely with leadership team to meet service outcomes

Summary about this job

Management & Support

Company: DFP Recruitment

Location: Melbourne

Work type: Full Time

Salary: $70k - $77k p.a.

Phone: +61-3-9160-6165

Fax: +61-2-1492-6067

E-mail: n\a

Site:

Detail information about job Workforce - Real Time Analyst. Terms and conditions vacancy

  • Well known bank
  • Great culture & team environment
  • CBD Location - close to public transport

This role will work closely with the Leadership team to influence the daily operations in order to optimize Service Levels across First Contact, Solutions and Customer Assist teams. You will be responsible for managing all Workforce impacts to the centre’s performance with the expectation that all service metrics are met each day.

The Real Time Analyst is also responsible for providing insights and analysis of current staffing and volume trends. This role is ideal for an analytical person with strong stakeholder management, the ability to cope with pressure situations and strong decision making capabilities.

Role responsibilities:

  • Manage conflicting priorities across multiple stakeholders
  • Adapting to a complex and dynamic work environment
  • Analysing statistical data on all aspects of call centre operation such as call volumes, handle times, etc.
  • Ability to respond promptly to business and customer needs
  • Managing internal/external customer expectations, whilst focussing on the bigger picture

Skills required:

  • Working knowledge of call centre technology, including workforce management applications - Verint (Blue Pumpkin), Impact 360 and Cisco experience preferred
  • Proficient use of PC software applications including Microsoft Office suite of products with at least Intermediate skill level in MS Excel
  • Strong experience in building reports around workforce management processes preferred along with strong understanding of call centre calculations/formula’s
  • Demonstrated experience in presenting statistical information to senior stakeholders along with providing key insights in risks and opportunities
  • High energy and a sense of urgency evident
  • Relevant experience working in a similar role

The successful applicant will have a team attitude and be able to liaise and work and communicate with all levels of the business.

If you have what it takes to join this growing business PLEASE APPLY NOW!

Alternatively for a confidential discussion please contact Betty Maniotas at DFP Recruitment 03 8632 9900

By submitting an application you agree to our Privacy and Information Collection Policy located at www.dfp.com.au

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