Workforce Realtime Analyst

2 weeks ago

Auckland City, New Zealand NZ Post Full time

Key role monitoring and analysing real-time performance metrics
- Ensure efficient and effective service levels for our customers
- Use your curious mindset to get the best for our customers

There's something really special about our people and the fantastic work they do at NZ Post Tukurau Aotearoa. We get a sense of joy from delivering what matters most to Kiwis and trying to get the best for our customers.
We've been part of New Zealand's fabric for more than 180 years and over that time we've adapted to keep pace with the changing world around us. As the needs of our customers are changing, we're right there with them - and you could be too.
Kōrero mō te tūranga - About the role
As our Workforce Realtime Analyst, you will play a crucial role in optimising our workforce management processes to ensure efficient and effective service levels for our customers. Your primary responsibility will be to monitor and analyse real-time performance metrics, identify trends, and make data-driven recommendations from our customer channels within the NZ Post National Contact Centre. You'll be responsible for Average Speed to Answer and Abandon Calls within acceptable thresholds and investigate areas with unusual patterns and replay these findings with key stakeholders each day.
Mōu - About you
Crucial to your success in this role will be your meticulous attention to detail, and your curious, analytical mindset. You'll need to have experience in a similar role with experience in workforce management tools within a contact centre, with InContact or IVR scripting preferable.
You'll have proven understanding of data analysis frameworks and the ability to structure business issues/problems, identify potential solutions and assess the feasibility/practicality of these and recommend and implement a course of action.
You'll have a customer focussed attitude, a motivated work ethic and a connection to our NZ Post values.
As part of small and flexible team you'll have the opportunity to learn and grow your career with our iconic Kiwi organisation.
Hiahia? - Interested? Come and join the whanau
There's something really special about being part of the team here at NZ Post - Tukurau Aotearoa, who we are and what we stand for is grounded in our values.
We are proud to be Rainbow Tick certified and recognise the diversity and uniqueness of our workforce and reaffirm our commitment to create a safe and inclusive environment for everyone

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