Real Time Analyst - Contact Centre


Company Description

We are one of Australia's leading national providers of outsourced sales and customer service support.

Our Success comes down to a positive work culture where the hard work and dedication of our employees are rewarded with a range of benefits including:

  • An active social engagement program, monthly VIP nights and incentives
  • Health & wellbeing initiatives including group fitness classes, cash rewards and others
  • Multiple reward & recognition programs
  • Career development and progression opportunities

Job Description

About the Position:

We are currently seeking a Real Time Analyst to generate workload forecasts and build staff schedules to ensure that the right number of staff are available to respond to workload demand


Responsibilities of the role will include:


  • Analyse data from a range of sources to produce accurate workload forecasts for several client-facing teams, for both voice and non-voice contact centre activities.
  • Generate staff schedules in WFM tools to best align on-phone and off-phone activities around forecast workloads and other stakeholder demands.
  • Monitor and report on performance of teams and individual staff against KPIs.
  • Impart knowledge of WFM to other staff.
  • Use Microsoft Office suite of products, in particular spreadsheets to analyse data

Qualifications

Key Skills and Experience required:

  • Previous experience in Workforce Management
  • Experience in Contact Centre Operations
  • Ability to motivate, influence and lead teams
  • High level analytical skills and attention to detail
  • Problem solving and conflict resolution skills
  • Proficient written and oral communication skills
  • Addresses and resolves conflict constructively
  • Maintains service quality under time pressures
  • Advanced Microsoft Excel Skills
  • Experience using WFM Platforms

Additional Information

COVID – Safety

At TSA, the health, safety, and well-being of our team is our number one priority! In response to the COVID-19 pandemic, we have introduced a number of robust practices to keep our team safe, such as; physical distancing measures, control measures for our visitors, temperature testing, isolation requirements where applicable and so much more. We take our responsibility to protect the health and well-being of our team and our community very seriously


Check out our social media pages:

Website: https://tsagroup.com.au/

Instagram: tsa_group_

LinkedIn: https://www.linkedin.com/company/tsa-group-australia/