Real Time Analyst

5 days ago

Lower Hutt, New Zealand Kiwibank Full time

Excellent benefits including wellbeing days, subsidized banking and more
- Based in Auckland or Wellington Central with minimum two days in office.

**Kō tātou tēnei. Hei kawe i ngā mahi kia tutuki | This is us. Where making an impact matters.**

Join Kiwibank in our Workforce Planning & Operations team as a Real Time Analyst. In this role, you’ll play a key part in making sure we have the right people in the right place at the right time so we can deliver great customer experiences every day.
You’ll work closely with Retail Leaders and the wider workforce team to keep things running smoothly across our multi-channel customer interactions.

In this role you will:

- Monitor shared work queues for performance and service outcomes.
- Spot trends and adjust forecasts, priorities, and schedules to keep us on track.
- Make real-time decisions about where resources are needed most.
- Optimise off-queue time so customers get consistent outcomes.
- Produce reports and insights to help leaders make smart, timely decisions.
- Provide feedback on trends and customer pain points to improve processes and products.
- Stay up to date with industry changes and share your knowledge with colleagues.
- Be an active member of our Workforce Management community to refine our ways of working.
- While this is a role that works predominately standard business hours, for three out of the five days you will need to commit to working 11.30am to 8pm._

**This is us. Where your expertise matters.**

At Kiwibank, we will help you build on your strengths and learn new skills, but in the meantime, we would love to hear from you if you have some of the following:

- Naturally curious, with the ability to spot patterns and understand cause and effect.
- Confident interpreting metrics and translating data.
- Skilled at building trust and positive relationships with a wide range of stakeholders
- Comfortable adapting communication styles to suit different audiences
- Experienced in contact centre or branch banking environments (financial services a plus).
- Committed to improving processes, outcomes, and skills.

You do not need to tick every box here to be considered

**This is us where your career matters.**
The Real Time Analyst role is a great opportunity to explore further opportunities within Kiwibank. Our current Analyst began her career in Kiwibank’s contact centre before progressing into a Real Time Analyst role. Whether you're interested in Workforce Planning, Operations, or a broader career in banking, we’re here to support and train you as you take the next step in your journey.

**This is us. Where you and your whānau matter.**

Making a difference for all Kiwi starts with making a difference for our people. Flexibility, growth, challenging and rewarding work - this is Kiwibank. A place where you can belong and thrive - we are as ambitious as we are caring. We have big ideas and big plans. For you, for Kiwibank and for all Kiwi.

For an idea about what life is like at Kiwibank and some of the benefits we offer make sure to check out the attached video.

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