Real Time Analyst

Employment Type

Permanent

Closing Date

26 Sept 2024 11:59pm

Job Title

Real Time Analyst

Job Summary

Job Description

At Belong we are committed to Acknowledging the First Nations Peoples of Australia, as Traditional Owners and Custodians of the land and waters. Australia’s First Peoples are the oldest continuous culture on the planet. We humbly pay respects to their Elders past and present.

We are building a community of people who are encouraged to bring their whole selves to work. In a market characterised by brutal levels of competitive intensity, sameness is the enemy, and difference is a source of competitive advantage. We don’t want you to join just to “fit in”, we want to you to bring your magnificent weirdness to work and Belong. One of the reasons we are interested in you is because we are excited by the impact you might have on our culture.

What you’ll do

As the Real Time Analyst, you will monitor and drive effective contact centre performance across all queues and contact types in real time to deliver outstanding customer service and drive advocacy.

You’ll be empowered to implement initiatives to deliver on improved performance, and contribute significantly to programs of work to drive improvements in contact centre efficiency, stakeholder management, incident management and process development.

In this role, you will have to ensure that the Belong Contact Centres meet customer expectations through effective real time monitoring and strategies and empower them to deliver on driving customer advocacy through supporting tools and processes. Provide stakeholders accurate and immediate reporting around drivers behind queue performance challenges through regular forums and comprehensive reporting.

Please note: This role works a rotating roster, initially across seven days, Monday to Sunday and will be rostered between the hours of 7.30am – 8.30pm AEST, subject to change with operational needs.

Key responsibilities

• Analyse intraday resourcing plans to identify gaps and customer experience risks.
• Ensure mitigation plans are actioned and successful.
• Ensure significant or recurring gaps are escalated to the appropriate stakeholders.
• Create and own daily real time reporting and service level reviews.
• Manage current day performance, drivers, impacts and actions from each channel function to mitigate and align performance to expected levels and escalate as required.
• Publish operational reporting to key stakeholders at regular intervals across 7 days/week.
• Identify customer experience risks and trends at high level business unit level and at queue level, and implement initiatives as required to deliver on improvements.
• Be agile and take a 'big picture' approach to assess key opportunities to deliver on superior customer service, across a number of complex groups, whilst supporting any specific requirements for each group.
• Own key programs of work and initiatives to deliver on the following streams: Incident Management, Business Continuity Management, Stakeholder Capability, Real Time Performance Management, Process Development and Governance.
• Propose tactical solutions, queue movements, etc, to drive intraday operational efficiency.
• Effectively build networks and manage strong relationships with a broad and varied range of key stakeholders, to deliver on superior service for our customers and to implement initiatives and changes to support this.
• Work and collaborate with colleagues’ cross company to drive change and obtain information.
• Excellent communication, external partner and stakeholder engagement.
• Design, build and automate, reports and dashboards.

What you’ll bring

• Must have leadership experience, effective stakeholder management, reports management and openness to any sort of challenge.
• 3+ years in customer operations
• 3+ years in real-time management or similar reporting experience

If you're excited about the opportunity to be part of a team, committed to delivering amazing experiences to our customers – this could be the role for you!

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We’re committed to building a diverse and inclusive workforce in all its forms. We encourage applicants from diverse gender, cultural and linguistic backgrounds and applicants who may be living with a disability. We also offer flexibility in all our roles, to ensure everyone can participate.

To learn more about how we support our people, including accessibility adjustments we can provide you through the recruitment process, visit tel.st/thrive.