Latitude Financial Services
NZ Auckland
3d ago

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.

About you

  • You’ll have had at least 2 years’ experience in a workforce planning environment with a strong knowledge of WFM systems.
  • Exposure to Genesys WFM and its associated suite would be a distinct advantage with previous dialler management a real bonus.

  • You’re analytically minded with solid Excel skills to support your analytical ability.
  • You’ll also enjoy building strong working relationships with stakeholders and be able to support your resourcing recommendations and actions with strong facts and an understanding of service outcomes,
  • You have a strong understanding of call centre operations and key performance metrics, as well as some exposure to forecasting principles.
  • Stakeholder management and relationship building is one of your strengths, allowing you to become a trusted advisor when it comes to the area of Workforce planning.
  • You pride yourself on your communication skills, both verbal and written, with the ability to be clear and concise in high pressure situations.
  • Both evening and weekend hours will be required on rotation so you’ll be someone who can take this in their stride.
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