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.Job DescriptionAs 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 staffingPerformance Reporting: Provide real time performance reporting and updates to Team Leaders, Data & Scheduling Lead, highlighting any areas of concerns or trends that require attentionCoordination and Communication: Work closely with Team Leaders, Data & Scheduling Lead to communicate real time performance, identify gaps and recommend actions to improve service levelsIncident Management: Quickly identify and respond to service disruptions, outages or any other incidents affecting the contact centre's ability to meet service level targetsSystem Management: Utilise Workforce Management (WFM) systems to track and analyse real time data, making informed decisions on adjustmentsAd Hoc Analysis: Conduct ad hoc analysis as needed to investigate and resolve specific issues or to provide insights on operational performanceCompliance and Adherence: Ensure all CEC operations are compliant with company policies and that agents adhere to their schedules.Candidate's ProfileIf 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 environmentAnalytical Skills: Demonstrated experience in analysing data in real time and make quick, informed decisions based on that dataAttention to Detail: Keen attention to detail, especially when monitoring multiple data points simultaneouslyProblem Solving: Ability to identify problems quickly and implement effective solutions with minimal disruption to operationsCommunication: Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely to different stakeholdersMultitasking: Ability to manage multiple tasks and priorities in a fast paced, dynamic environmentTechnical Proficiency: Proficient using Genesys Cloud telephony technology and Workforce Management (WFM) tools within. Proficient in Microsoft Excel and Power BITime Management: Strong time management skills, ensuring that all tasks are completed within the required timeframeTeam 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 applyIf 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.
#J-18808-Ljbffr
