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.
Roster and Contract Opportunity
We currently have two 22.5 hour Part-Time contracts available:
a) Wednesday (23:00-7:00), Friday (15:00-23:00) and Saturday (15:00-23:00)
b) Thursday, Friday, and Saturday (23:00-7:00)
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