Header

On the Line Australia's logo
Apply Now

Applications for this role will take you to the employer's site.

More from this Employer
On the Line Australia's logo

Real Time Analyst

On the Line Australia

About On the Line

On the Line is a professional social health organisation that delivers outsourced telephone and digital counselling solutions to our funders across a wide range of services.

About the Role

The Real-Time Analyst works in the Workforce Planning Team and reports to the Workforce Planning Lead. The team have a strong understanding of our services. The Real-Time Analyst will have a deep understanding of our contractual obligations with our funders and understand what constitutes high productivity for the organisation.

The Real-Time Analyst will work in direct partnership with Team Leaders and Higher Duties Counsellors.

Main Responsibilities

  • Monitoring call and chat queues across all inbound/outbound activity
  • Communicate directly with Counsellors in partnership to focus on productivity
  • Understand the skilling of the workforce and make reasonable adjustments to the queues to support the demand of the call volume
  • Monitor the workload demand including appointments, emails, voicemails and any other objectives that define outbound work
  • Manage unplanned leave, including monitoring inbound queue for employees to take unplanned leave or pick up shifts
  • Make reasonable adjustments to fill the roster to meet scheduling demands
  • Produce daily reporting where required
  • Interpret broader reporting from the organisation for the purposes of identifying trends and analysis to drive performance
  • Manage all planned activities such as breaks, meetings, and other scheduled objectives within the roster

Key Requirements:

  • Previous experience as a Real-Time/Dialler Analyst
  • Experience with call centre systems and metrics (Genesys Cloud experience highly desired)
  • Able to be positive and collaborative with our Service Centre employees; understand the sensitivity and pressure that comes with mental health support work
  • Strong ability to interpret reports and provide analysis on data sets and trends
  • Outstanding interpersonal and communication skills
  • Comfortable to monitor real-time rostering needs; able to fill schedules on a need’s basis
  • Commercial acumen, including demonstrated experience working with Key Performance Indicators (KPIs) within a service delivery or operational environment
  • Highly attuned change management skills, ideally within a service-focused environment
  • Confidence in using information technology systems, such as customer relationship management systems, workforce management and telephony platforms
  • Highly developed problem solving and critical thinking skills, including experience identifying and implementing continuous improvement initiatives
  • Willing to obtain a current and cleared National Police Check and Working with Children card

Working at Home Requirements

As this is a digital-based telephone and chat service, there are minimum setup requirements for you to adequately perform in this role when working at home, including:

  • A safe and quiet workspace
  • Stable and consistent internet connection
  • You have strong IT skills and proficiency in telephony-based systems where you are comfortable navigating software, typing and talking at the same time

Salary and benefits

  • Competitive remuneration options
  • Salary Packaging to boost your take-home pay
  • Balance of working from home shifts and the office (depending on Vic Gov directives)

Position Description

Please find as position description via this link

Apply Now

Applications for this role will take you to the employer's site.

Email me more jobs like this.

Daily