Real Time Analyst

Our Purpose

Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.

Who We Are

We have over 6,500 people across our global offices, and generate an annual revenue of over $1.48 billion, this makes us one of Australasia’s largest professional IT services companies. We have extensive expertise in operating data centres, providing IT services, software engineering and application management, as well as payroll and customer service design and operations. With this comes a long list of significant clients Datacom is committed to hiring, developing and promoting the best talent from a diverse range of backgrounds. We are local at heart, yet world-class in capability.

Our team

We are currently recruiting for a Real Time Analyst to support and assist the Real Time function for some of our NZ and Australian customers. The Real Time Analyst will be responsible for analysing, monitoring, and evaluating the function of the workforce (call or service) centre by monitoring activities on a real-time basis.

PLEASE NOTE: We require Australian or NZ Citizenship for the role due to customer clearances.

About the role:

• Updating and maintaining scheduling database including creating schedules and regular reports.
• Analysing, monitoring, and evaluating the function of the workforce (call or service) centre by monitoring activities on a real-time basis.
• Defining both short-term and long-term strategies and immediate workforce needs.
• Managing shift change requests and monitoring new-hire, holiday, and seasonal shift needs.
• Updating and maintaining scheduling database with current information; and researching, recommending, and implementing call centre technology and process improvements to reduce overall costs.

About you:

• Seeking candidates with strong attention to detail
• Experience of WFM systems- Genesys PureCloud
• Ability to collect and assess data including creating reports
• Understanding of contact centre metrics and relationship to performance – GoS, AHT, Occupancy, Shrinkage
• Knowledge of Microsoft Office – particularly Excel
• Desirable: 18 months experience with Workforce Management or Real-Time Management experience

If you would like to know more and this sounds like you. Please apply online today!