Workforce Management Real-Time Analyst

Company Description

About Us

Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses, by enabling challenger retail brands (including our own Superloop and Exetel brands) to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform.

Superloop operates in three segments of the market: consumer connectivity, business network and security solutions, and wholesale connectivity, all of which leverage Superloop’s investments in physical infrastructure assets including fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop and Exetel everyday for their connectivity needs.

Visit www.superloop.com to learn more.

Job Description

Role Purpose

The Workforce Management Analyst (Real-Time) in a call center plays a pivotal role in optimizing real-time agent scheduling and performance, ensuring alignment with operational goals and objectives. They monitor and analyze real-time contact center metrics to maintain optimal performance levels, track agent adherence to schedules, and make immediate adjustments as needed. Additionally, they identify potential issues affecting service levels and key performance indicators, collaborating closely with team leaders and operations managers to implement real-time staffing adjustments based on call volume and workload. Through effective communication and coordination with various stakeholders, they provide timely updates on performance and highlight improvement opportunities. Furthermore, they analyze data to identify trends, propose process enhancements, and ensure compliance with workforce management policies and procedures. Their contributions significantly contribute to enhancing call center efficiency and achieving business objectives.

Key Responsibilities

• Monitoring agent adherence to schedules and real-time call volumes.
• Identifying and addressing deviations from forecasted call volumes and staffing requirements.
• Making immediate adjustments to staffing levels and schedules to meet service level targets.
• Analyzing real-time data and performance metrics to identify trends and patterns.
• Providing insights into agent performance and operational efficiency in real-time.
• Maintaining effective communication channels with Team Leaders, Operations, and other stakeholders.
• Providing timely updates on real-time performance and staffing requirements.
• Ensuring compliance with workforce management policies and procedures.
• Recommending updates to policies based on observed trends and changes in operational requirements.
• Identifying and resolving real-time staffing issues and challenges.
• Making data-driven decisions to optimize workforce management processes and improve efficiency.
• Generating real-time reports on key metrics and performance indicators.
• Presenting findings and recommendations to management for continuous improvement.
• Capability to work in the office on a rotating schedule, covering all seven days of the week.

Qualifications

• Minimum of two years of industry experience in a Workforce Management role within a call center.
• Strong understanding of workforce management principles and tools.
• Strong communication and interpersonal skills.
• Demonstrated capability to thrive in a dynamic business environment encompassing both small and large teams.
• Proficiency in utilizing and comprehending both new and existing workforce management technologies.
• Efficient time management and organizational skills.
• Proactive approach towards achieving successful outcomes.
• High level of analytical ability and attention to detail.
• Proficiency in workforce management analytical skills.
• Ability to work under pressure and effectively problem-solve with critical thinking skills.
• Capability to work independently as well as collaboratively as part of a team.
• Proficiency in MS Excel, including advanced skills and experience.