Real Time Analyst

Job No: OTL92
Location: Inner West

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 a position description via this link

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About On The Line

On the Line is a professional social health organisation that provides counselling support, anywhere and anytime.