Real Time Analyst

3 weeks ago

Hamilton, New Zealand Genesis Energy NZ Full time

Reference #- 23524- Posted on- 22 Mar 2024- Closes on- 05 Apr 2024 23:55- Location(s)- Hamilton Office- Expertise- Contact Centre- Job level(s)- Experienced- Work type(s)- Permanent full-timeAt Genesis, we're in the business of keeping the lights on for Aotearoa, but that's not all we do here We have a diverse portfolio of assets, which creates a diverse and dynamic portfolio of people and work. We believe in succeeding together, growing with energy, and delivering a difference for our people, our customers, and the communities we're part of. Working here, you'll be valued for the contribution you make and the part you play in empowering New Zealand's sustainable future. We want to provide all customers with a memorable and positive experience - this is where you come in

**About the role**:
We are currently seeking a Real Time Analyst to join our join our Workforce Planning team in Hamilton. As a Real Time Analyst, you will produce and execute staffing plans and make staffing adjustments for our customer care teams to create a balance between service quality and operational efficiency, keeping our customers front of mind.

This is a full-time permanent position on a fixed roster. Current hours are Monday - Friday between 7:30am and 6:00pm.

**Responsibilities**:

- Using forecast and staffing data to efficiently and effectively pre-plan staffing assignments for equitable service outcomes.
- Monitoring real-time data to quickly identify deviations to forecasted workloads and performance, to action immediate adjustments to counter it and maintain service performance targets.
- Tracking key changes made throughout each day to provide a retrospective analysis of each day's results. Learnings are taken for continuous improvement.
- Identifying trends in individual performance to highlight to stakeholders.
- Maintain stakeholder relationships, meeting regularly to help align to their needs, to give account to service performance and to keep their focus on service standards.
- Accurately maintain schedules for the purpose of payroll accuracy and to assist with the accurate calculation of staffing requirements.
- Identifying and raising training needs, to maintain a suitably multiskilled workforce that can pivot to changing workload needs.

**About you**:
You will achieve the above responsibilities by combining analytical acumen, adaptability, effective communication, customer focus and a results driven mindset.

You will have the following skills and experience:

- Proven experience in a real-time analyst or similar role, preferably in a fast-paced environment.
- Proficiency in using the Microsoft suite
- Strong analytical skills with the ability to interpret complex data sets.
- Excellent communication and interpersonal skills.
- Ability to work effectively under pressure and make informed decisions quickly.
- Detail-oriented with a focus on accuracy and quality.
- Experience in the energy, telecommunications, customer service, or contact centre industry.
- Knowledge of workforce management principles and practices.
- Familiarity with software tools such as Aspect, Genesys, or similar platforms is a plus.
- Certification in real-time management or workforce management is a plus.

At our heart, we're a people company. We're proud to be an inclusive workplace; we celebrate difference and diversity and aim to empower our employees. Initiatives around pay equity, gender and wellness go hand in hand with social events, and volunteer days to help support as many needs as possible.

Being a market leader, we know that success comes by putting power in the hands of those who can achieve the greatest rewards. That means you.

Create your world of tomorrow, at Genesis.

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