Full time
Join us as a Real-Time Analyst and be the driving
Join us as a Real-Time Analyst and be the driving force behind seamless operations and exceptional candidate experiences!
We are seeking a Real-Time Analyst for Candidate Experience to monitor and manage operations, ensuring optimal service levels. You'll analyse data, adjust staffing, and collaborate with team leaders to address real-time issues, playing a key role in maintaining efficiency and enhancing candidate satisfaction.
Details about the Client
ADF Careers is the largest workforce outsourcing solution in the southern hemisphere with over 80,000 applications received on average each year.
ADF Careers is on a mission to recruit the right people, in the right numbers, at the right time to support the Australian Defence Force to build, sustain and maximise Defence capability.
Our people are our greatest asset. We recognise and respect our people's need to work in ways that support their careers, families, and lifestyle. That's why we offer flexible working arrangements, learning pathways, additional leave entitlements and extensive corporate discounts across a variety of product and services. We want our people to be financially rewarded; to feel good and to go beyond what they thought possible at work.
Be you, and we'll be better together.
To find out more about our great employee benefits and what it's like to be part of the team, reach out to our friendly talent acquisition team.
Job Description
As a Real-Time Analyst in Candidate Experience, you are responsible for monitoring and managing the flow of operations to ensure optimal service levels are achieved in real time. Your role involves analysing data, adjusting staffing levels, and communicating with team leaders and Candidate Experience Agents to address any immediate needs or issues. You ensure that ADF Careers service levels are maintained across channels, and you swiftly correct any deviations from expected performance. This role is critical to maintaining the efficiency and effectiveness of the CEC, directly contributing to prospect and candidate satisfaction as well as operational success.
You will:
Real Time Monitoring: Monitor real time call volumes, CEC Availability and service levels across multiple channels (voice, chat, email)
Intraday Management: Adjust intraday staffing plans based on actual volume, CE Consultant availability and absenteeism. Reallocate resources as necessary to manage unexpected changes in volume of staffing
Performance Reporting: Provide real time performance reporting and updates to Team Leaders, Data & Scheduling Lead, highlighting any areas of concerns or trends that require attention
Coordination and Communication: Work closely with Team Leaders, Data & Scheduling Lead to communicate real time performance, identify gaps and recommend actions to improve service levels
Incident Management: quickly identify and respond to service disruptions, outages or any other incidents affecting the contact centre's ability to meet service level targets
System Management: Utilise Workforce Management (WFM) systems to track and analyse real time data, making informed decisions on adjustments
Ad Hoc Analysis: conduct ad hoc analysis as needed to investigate and resolve specific issues or to provide insights on operational performance
Compliance and Adherence: Ensure all CEC operations are compliant with company policies and that agents adhere to their schedules.
Candidate's Profile
If you have worked in a similar position or just looking for your next opportunity that will make an impact, we want to speak with you.
Your background will demonstrate:
Workforce Management Experience: 1 – 3 years of experience in a workforce management or real time analyst role within a contact centre environment
Analytical Skills: Demonstrated experience in analysing data in real time and make quick, informed decisions based on that data
Attention to Detail: keen attention to detail, especially when monitoring multiple data points simultaneously
Problem Solving: Ability to identify problems quickly and implement effective solutions with minimal disruption to operations
Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely to different stakeholders
Multitasking: Ability to manage multiple tasks and priorities in a fast paced, dynamic environment
Technical Proficiency: Proficient using Genesys Cloud telephony technology and Workforce Management (WFM) tools within. Proficient in Microsoft Excel and Power BI
Time Management: Strong time management skills, ensuring that all tasks are completed within the required timeframe
Team Collaboration: Ability to work collaboratively with various teams, including operations, IT and Data & Reporting within ADF Careers.
To apply for this position, you must be an Australian citizen and have the ability to maintain an Australian AGSVA security clearance.
How to apply
If eligible, please submit your resume; applications are open to all qualified Australian citizens regardless of their background, identity, experiences and beliefs.
If you need assistance during our recruitment process, please email our friendly TA team at ****** for a confidential conversation.
To apply for this position, please submit your application online through our designated platform. The deadline for applications is 11:30 PM (AEST) on the 3rd of October 2024. It's important to note that applications will be reviewed and processed as they are received.
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