Real Time Analyst

Overview

Play a key role ensuring customer services run smoothly in real time. Work in a dynamic, fast-paced environment where your insights make an immediate impact. Be part of a team focused on continuous improvement and delivering great customer experience.

Key Responsibilities

• Manage customer channels in real time to meet agreed service levels and ensure timely customer outcomes.
• Maintain and adjust rostered schedules to optimise workforce coverage.
• Monitor staff adherence and upscale where required to support performance.
• Produce real-time and historical reporting to inform decision-making.
• Provide technical support and maintain knowledge of systems used across Customer and Services.
• Work collaboratively to improve processes and drive efficiencies across teams.
• Identify and elevate risks and issues, contributing to a proactive operating environment.

About you

You will b...