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TSA Group – Australia Hiring for Real Time Analyst at West Perth, Western Australia, Australia Full Time


Company Description

TSA is an Australian-owned business in the Outsourcing Industry helping companies acquire, retain and grow their consumer customer bases. We represent some of the country’s largest brands from across multiple call centres in Australia and the Philippines.

Job Description

The Real Time Analyst is responsible for driving the purpose of improving customer experience and driving continuous improvement within the contact centre. You will monitor agent activities ensuring adherence to schedules and activity entries are up to date with Workforce Management systems. The successful candidate will be passionate about quality and accuracy, and continuous improvement.

What You Need To Know About The Role

  • This is a permanent full-time position based in our West Perth office
  • Work Monday – Friday on a rotating roster from 7am-7pm
  • Must be an Australian Citizen due to the nature of the work

How will you do it?

  • Maintain rosters in line with business and staff requests
  • Monitor all call queues, ensuring actions are taken on rosters to ensure target metrics are achieved
  • Produce highly accurate s highlighting results across key business drivers, including trends
  • Maintain real time activities for a clear view of rostering data
  • Analysis of data and ing to identify emerging trends and anomalies, in order to communicate to workforce planner
  • Work with the business to ensure that key tasks performed drive business success
  • Analysis of data and ing to identifying business opportunities and continuous improvement
  • Maintain a high level of professional communication with internal and external stakeholders
  • Accuracy and adherence in all work completed

Qualifications

We’re interested in hearing from people who possess:

  • Experience in a busy, commercial, competitive WFP/Contact Centre environment
  • Qualifications and/or experience in Genesys Pure Cloud, AWS and Power BI (preferred)
  • Workforce Planning fundamentals
  • Strong attention to detail, quality and accuracy
  • Sound problem solving and analytical skills
  • Ability to work well within a team environment and positively influence & motivate a high performing team
  • Proven customer focus, both internal and external
  • Intermediate to Advanced MS Excel usage

Additional Information

Why work with TSA?

  • Our #TSAWays are what we are all about. Think of them as the vibe!
  • Join a company that promotes from within – work your way up and across the business
  • Be apart of the driving success of our Government client
  • Comprehensive training, with ongoing coaching and development
  • A vibrant and rewarding recognition program – We love to celebrate our people! 
  • We are proud of our fun, friendly and supportive team environment

Want to know more? Check out our social media pages:

  • Website: https://tsagroup.com.au/
  • Instagram: tsa_group_
  • LinkedIn: https://www.linkedin.com/company/tsa-group-australia/

Job Overview