Auto & General Insurance seeks a Real Time Analyst to monitor intraday contact centre performance, adjust schedules, and balance workloads in real time. You'll use Genesys WFM/ACD, Verint and Intradiem to meet SLAs and optimize agent productivity, reporting findings to leadership and frontline teams.
With 2–3 years in a similar role, you'll bring strong analytics, advanced Excel skills, and experience in regulated environments.
Real-Time Operations Analyst (Contact Center WFM) in Sydney employer: Auto & General Insurance
Auto & General Insurance offers a dynamic work environment where employees are empowered to make important decisions and advocate for fair outcomes. The company emphasizes professional growth through ongoing training and support, fostering a culture of teamwork and collaboration. Employees can expect to engage in meaningful work that directly impacts customer satisfaction and business success.
