About the role
Working as part of the Shared Services Customer Workforce Solutions team, we are looking for Workforce Real Time Analyst to support the work of our call centre operations across Australia and New Zealand.
You will be joining a strong and engaged team responsible for monitoring and driving effective contact centre performance across outbound dialling, OIVR and Inbound contact channels.
You will perform Intraday monitoring of Inbound Queues and reporting of Dialer & track agent performance against agreed plans and targets to optimise performance and take remedial action as appropriate.
You’ll also be working to maintain agent schedules to ensure the right resources are available at the right time to meet our customers’ needs
You’ll also support the area leader to develop effective and co-operative relationships with stakeholders across the business as well as delivering performance reporting, both on day and historically.
Exposure to Genesys WFM and its associated suite would be a distinct advantage with previous dialler management a real bonus.