Auto & General Australia is seeking a Real Time Analyst to monitor, manage and optimise intraday contact centre performance. You will execute real-time strategies to achieve service levels, maximise agent productivity, and respond to fluctuating call volumes.
You will monitor real-time metrics, adjust schedules, routing, and skills, and provide updates to leadership. Prior experience in insurance/financial services is advantageous, with advanced Excel and reporting/dashboard skills.
Intraday WFM Real-Time Analyst - Optimize Service Levels in Brisbane employer: Auto & General Australia
At Auto & General, we pride ourselves on being an exceptional employer, particularly for our High Care Senior Motor Claims Consultant role based in the beautiful Kawana Waters. Our vibrant work culture promotes inclusivity and personal growth, offering generous benefits such as extra leave days, paid parental leave, and extensive development opportunities through internal programs and online courses. With a strong focus on employee well-being and community engagement, including workplace giving initiatives, we ensure that our team members feel valued and supported while making a meaningful impact in the lives of our customers.
