Workforce Real Time Analyst

About the Role:

This is a 6-9 Month Contract with the opportunity to convert to permanent!

The Realtime Analyst will collectively take ownership for the real time monitoring and Intra-day performance management of the Telesales, Inc. Saves and migration teams. Using Workforce Management system, Real Time Adherence and Reporting tools, you will be responsible for the following:

• Maintain Grade of Service
• Monitor call centre KPI’s: AHT, ACW, adherence, etc.,
• Using resources effectively to maintain optimum occupancy and driving efficiency
• Optimisation of schedules, including break optimisation, monitor adherence of all front-line staff and take actions where necessary to increase Adherence to schedule
• Identify periods of overstaffing and negotiate with, and in times of low occupancies, to direct management to find suitable deduction opportunities that will make better use of staff resources

Additionally a Real Time Analyst will also be responsible for managing under and over staffing by optimally applying shrinkage to meet Telesales targets. This position requires detailed, accurate, and timely completion of Intraday reports!

You will have:

• The capability to develop and maintain a process driven Realtime Management process to delivery optimum daily result
• Experience is managing exceptions in schedules for any Un-planned leave, meetings, coaching, etc. in an accurate and timely manner
• A proactive work ethic to drive continuous optimisation of breaks and other off-phone activities as the need arises

So, why Optus?

At Optus, we don’t sit back and let the future happen to us – we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re creating a better tomorrow for all Australians. We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.

Optus is a place where we let you innovate. We’re a highly collaborative workplace, and offer a range of perks such as:

• A competitive salary
• Discounts on products and services
• Ongoing training, mentoring and development opportunities

Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn.

As a provider of essential services across Australia, Optus has a critical role in the community through keeping our customers connected to the people they love and the things that matter. It is also our priority to ensure we provide our amazing people and our customers with a healthy and safe workplace environment. In light of the significant risks posed by COVID-19, Optus expects all workers to be fully vaccinated against COVID-19 by 1st December 2021 and will require vaccination for certain roles as well as access to Optus workplaces. Please speak to us if you have any questions about this policy or how it impacts you, including any concerns you might have about meeting this requirement.