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.

Join our Workforce Management team and play a pivotal role in keeping our contact centre operations running at their best. As a Real Time Analyst, you’ll be at the centre of what matters most—ensuring we have the right people in the right place at the right time to deliver amazing customer experiences.

This is a 12 month fixed term opportunity. 

What You’ll Do

• Monitor real-time performance across multiple contact centre channels and keep a close eye on key metrics like adherence, AHT, occupancy and service levels.
• Manage intraday changes including leave, coaching, training, outages and unexpected spikes in demand.
• Partner with Workforce Planning, Operations and Enablement teams to align staffing with demand.
• Provide hourly updates, forward‑looking forecasts and insights that help leaders make fast, informed decisions.
• Maintain and optimise break schedules and off‑phone activities to minimise service impacts.
• Build and enhance real-time dashboards in Tableau and Power BI.
• Support business continuity during critical incidents or service disruptions.
• Participate in daily huddles and share insights that improve performance and operational awareness.
• Contribute to continuous improvement across the broader WFM function.

What makes you perfect

• Experience in contact centres or workforce management (2+ years preferred).
• Strong analytical mindset with excellent attention to detail.
• Skilled in WFM tools (e.g. NICE IEX, Genesys, Verint), Excel, Tableau and Power BI.
• Confident communicator with the ability to engage and influence stakeholders across the business.
• Calm under pressure and able to make quick, informed decisions.
• Proactive, curious and passionate about optimising people, processes and performance.
• Comfortable working in a fast-paced environment with rotating onshore coverage between 7am–7pm Monday – Friday.

What's in it for you?

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre.
• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
• 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.
• Build meaningful connections through employee-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.