Real Time Operations Specialist

The Opportunity 

Reporting to the Real-Time and Dialler Lead, the Real-Time Operations Specialist is responsible for supporting the real-time and intraday management of COPS channels, including Voice, Messenger, and Face-to-Face interactions. 

In this role, you’ll proactively respond to changing demand by applying effective intraday resourcing strategies. Your goal is to help front-line teams meet performance targets, enhance the customer experience, and support employee engagement (eNPS). This work is done in close collaboration with leaders across the COPS network.  

Key Responsibilities: 

• Monitoring Workforce Management metrics e.g., Average Speed of Answer (ASA), Grade of Service, Geo Containment, abandonment rates, adherence to schedule, After Call Work (ACW) to ensure action is taken to achieve service goals and customer experience.
• Work with the relevant Workforce Planning Specialists to support COPS front facing teams with the day-to-day management of resources. This will include guidance and recommendations relating to requested off phone activities, overtime and leave to ensure optimal performance to forecast in line with budget allowances, while meeting business goals and customer experience standards.
• Day to day execution and monitoring of Payroll reconciliation and audit requirements, working closely with the People Services and Support team, Workforce Planning Specialists and frontline leaders.
• Effectively collaborate with Forecasting and Workforce Planning teams to provide data insights on current trends, interaction delivery patterns and anomalies to improve short term forecast accuracy and schedule management to meet business objectives for both inbound and outbound channels.
• Supporting the production and analysis of intraday reporting to identify and communicate trends in inbound volumes as per forecast to influence the work for the Workforce Planning Specialist and Forecasting teams.
• Building strong partnerships with COPS leaders and front facing teams to ensure a proactive approach in effective resourcing levels to meet intraday management and performance. 

The role may be required to support between the hours of 8 AM to 8:00 PM Monday to Friday AEST given our customer channels are open across this period and Real Time support is required throughout. From time to time, this role may also need to support channel activities outside normal business hours e.g., extended business hours, weekends and/or public holidays. 

Must haves: 

• It is preferred that you have previous experience in a Real Time position in a contact centre environment or similar 
• Genesys Systems knowledge required.  
• Experience in best practice workforce management concepts e.g., adherence, shrinkages, schedule management  
• Proven track record of providing strategic support in a contact centre environment, while balancing the need for attention to detail.  
• Strong analytical and problem-solving skills. Proven experience analysing, interpreting, and summarizing complex data as it relates to contact centre technologies.  
• Aware of Enterprise Agreement/award interpretation  
• Demonstrated ability to organize, take initiative and follow up independently.  
• Ability to prepare and present timely and accurate analysis and recommendations to the team, managers, and senior management.  
• Strong skills in MS Office suite, in particular Excel