Real Time Analyst
Current
Melbourne, Victoria, Australia
- Analysing reports, queues in real time and making the necessary adjustments to uphold business requirements- Performs real time monitoring of Contact Services performance across work types to optimise operational objective- Effective use of various IT programs including CRM & workforce operational systems- Identifying, problem solving and implementing performance improvement opportunities - Ability to work cohesively in a geographically dispersed team - Strong written and verbal communication through various platforms- Project and forecast call volume to make necessary suggestions or improvements- Maintaining the Workforce Management inbox and processing requests from internal stakeholders- Processing unplanned absences, schedule changes, overtime and meeting & leave requests- Maintaining and allocating consultants to relevant queues meeting objectives