Real Time Analyst
This is a highly impactful role that will see you working closely with our sales team to maintain the efficiency and effectiveness of our contact centre operations.
Key Responsibilities:
* Monitor and optimize performance for the day through intraday performance updates
* Share information with collaborators at set intervals (hourly)
* Maintain Grade of Service and monitor call centre benchmarks, such as AHT, ACW, and adherence
* Use resources effectively to maintain optimum occupancy
* * Optimize schedules, including break optimization
* Maintain the telephony skill matrix
* Improve efficiency and meet demand for GoS & Occupancy at every interval to improve sales
* Proactively manage requests for meetings, training, and mentoring
* Pre-plan and mitigate any shortfalls
* Identify periods of overstaffing, working with managers to find suitable deduction opportunities
Requirements:
* Proven experience in real-time analysis within a call centre environment
* Strong understanding of Workforce Management systems (we use IEX), Real Time Adherence, and reporting tools
* Outstanding analytical and problem-solving skills with the ability to work under pressure
* Effective communication and interpersonal skills to cultivate relationships
* Ability to manage in schedules, accurately and timely
* A collaborative attitude with a focus on achieving maximum occupancy and sales results
* Proficiency in maintaining GoS & Occupancy targets to meet sales demand
What's In It For You:
* We offer a competitive remuneration package and employee discounts that make life easier. You'll receive an $80 monthly credit and 25% off Optus products, along with excellent shopping discounts with our retail partners
* Enjoy flexible working arrangements with the option to work three days in the office and two days remotely. Our competitive leave policies include additional 'Connected' days to focus on culture, family, health, and community
* Direct your own development and build future-ready skills with Optus U's industry-focused micro-credentials, developed with La Trobe and Macquarie Universities
* Foster meaningful connections through colleague-led and diversity initiatives including Culture Connect, Elevate Women, Disability Network, and Express Yourself (LGBTQIA+)
* Put your wellbeing first with free access to counselling and support services, 24/7 - in-person, by phone, SMS, or video
Why Choose Us:
We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander