Real Time Analyst - Casual


  • Rotating 24/7 roster
  • Global organisation with excellent career opportunities
  • Casual role based in the heart of Adelaide CBD

About You

You are a driven and effective communicator who can adapt to change while maintaining composure and diplomacy. You can work under pressure whilst maintaining clear priority on task allocation and attention to detail. You have a high level of confidence, drive and motivation as well as commitment to ownership and accountability. You are a problem solver who can generate ideas and deliver excellent customer service. You are a respectful and professional person who demonstrates exceptional moral values in everything you do. You are a strong communicator with a passion for excellence.

About the Role

Reporting to the Real Time Team Leader you will provide real time management, acting as the conduit for various Serco sectors to assist in rostering solutions. You will be responsible for meeting key performance indicators of the varying contracts in terms of roster management. You will be responsible for maintaining published rosters and successfully managing gap fill to a high standard. You will facilitate the day to day reporting functions and assist in the development and delivery of strategic initiatives.

To be successful in this role, you will have;

  • The highest levels of personal integrity and ethical behaviour
  • Exposure with workforce management methodologies
  • Experience working in a Call Centre or similar fast paced and dynamic work environment
  • Well-developed technical skills, MS Office products and relevant technologies
  • Experience with scheduling and handling complex exception processes
  • Demonstrated ability to analyse and interpret data
  • Knowledge of business operations such as: productivity KPIs, service levels, and the relationships between quality, productivity, payroll and invoicing)
  • Knowledge and application of Workforce Management Software systems, reporting capabilities, management of queues and activity routing/overflow, etc
  • Stakeholder management skills
  • Outstanding verbal and written communication skills

This is a position of trust and responsibility and to support this we will conduct a thorough probity assessment as an essential selection component for this role.

About Us

Within our Group Corporate teams, we collaborate and support the operational arms of Serco’s Asia Pacific division. We problem solve and innovate across a range of disciplines including Corporate Affairs, Finance, Information Technology, Legal, Sales and Bids.

At Serco, you’ll be part of a team of more than 50,000 people delivering essential services on behalf of governments and organisations around the world. We apply world's best practice, insights and technology across six key sectors: Citizen Services, Defence, Healthcare, Immigration, Justice and Transport. But no matter your role or where you’re based, we each share the same goal – to bring service to life to make a positive difference every day. To learn more please visit www.serco.com/aspac

Join Us

If you are inspired to make a positive difference and would like to be considered for this opportunity, please submit your cover letter and resume by clicking the 'Apply Now' button.

If you need assistance with your job application please contact us on 1800 115 536 option 4 for Recruitment

Serco values of Trust, Care, Innovation and Pride underpin everything we do. We are curious, creative and collaborative. Our people help in ways that matter.

We are committed to diversity and we encourage people from different backgrounds including Aboriginal and Torres Strait Islander people, culturally and linguistically diverse and people with disabilities to apply.

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