Real Time Analyst

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

Are you ready for the opportunity to tackle an exciting role offering room for development? We are looking for a Real Time Analyst to join our WFM team in Adelaide. Providing intraday assistance to the Acquisitions (Sales) team, you will play a critical role in maintaining the efficiency and effectiveness of our contact centre operations.

What you'll do

• Monitoring and optimising performance for the day through Intraday performance updates
• Sharing information with collaborators at set intervals (hourly)
• Managing under and overstaffing by effectively applying shrinkage to meet Telesales targets
• Completing detailed, accurate, and timely Intraday reports
• Maintaining Grade of Service and monitoring call centre benchmarks, such as AHT, ACW, and adherence
• Using resources effectively to maintain optimum occupancy
• Optimising schedules, including break optimisation
• Maintaining the telephony skill matrix
• Improving efficiency and meeting demand for GoS & Occupancy at every interval to improve sales
• Proactively managing requests for meetings, training, and mentoring
• Pre-planning and mitigating any shortfalls
• Identifying periods of overstaffing, working with managers to find suitable deduction opportunities

What You'll Bring

• Proven experience in real-time analysis within a call centre environment
• Strong understanding of Workforce Management systems (we use IEX), Real Time Adherence, and reporting tools
• Outstanding analytical and problem-solving skills with the ability to work under pressure
• Effective communication and interpersonal skills to cultivate relationships
• Ability to manage exceptions in schedules, accurately and timely
• A collaborative attitude with a focus on achieving maximum occupancy and sales results
• Proficiency in maintaining GoS & Occupancy targets to meet sales demand

What’s in it for you

• We offer a competitive remuneration package and employee discounts that make life easier. You’ll receive an $80 monthly credit and 25% off Optus products, along with excellent shopping discounts with our retail partners.
• Enjoy flexible working arrangements with the option to work three days in the office and two days remotely. Our competitive leave policies include additional 'Connected’ days to focus on culture, family, health, and community. We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities. Foster meaningful connections through colleague-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network, and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity