Operations Analyst (Real Time)

About the Role

If you thrive in a fast-paced Contact Centre environment and love turning numbers into decisions, this is your chance to make a real impact. As our Operations Analyst (Real Time), you’ll keep our Contact Centre running at its best — optimising performance in the moment, guiding teams with clear insights, and helping us deliver exceptional experiences to millions of Australians.

What You’ll Do

• Prepare and share daily, intraday and weekly reports with actionable insights.
• Monitor real-time adherence and call out variances to leaders.
• Track hourly inbound/outbound performance and adjust activities to protect service levels.
• Manage off-phone activities (coaching, breaks) based on call volumes.
• Optimise queues and skills to balance capacity and performance.
• Provide timely updates to leaders and partners, ensuring crystal-clear visibility of performance, risks and actions.
• Spot process and system improvement opportunities and help test and embed changes.

What Sets You Apart:

We’re open to a range of backgrounds — if you know Contact Centres and love data, we want to hear from you!

Essential

• Experience in a Contact Centre environment (real-time or workforce management highly regarded).
• Strong Excel skills (VLOOKUPs, PivotTables, formulas).
• Ability to interpret data and translate it into clear, actionable guidance.
• Excellent communication and stakeholder management — concise, timely and outcomes-focused.
• Problem-solving mindset with adaptability in a fast-paced, change-rich environment.

Nice to have

• Exposure to telephony platforms (e.g. Genesys) and/or WFM tools.
• Familiarity with contact routing, skills management or dialler optimisation.

What’s In It For You

At Compare the Market and iSelect, we’re all about helping people make smart choices – and joining us might just be yours. We offer an environment where your ideas are heard, your contributions are valued, and your growth genuinely matters. Collaboration is part of our DNA, and you’ll be joining a supportive, forward-thinking team where you can do meaningful work (and be recognised for it!)

We’re guided by three shared values that shape how we work, how we treat each other, and how we show up for our customers - Drive, Noble Intent and All Together.

Plus, we offer a range of great perks to help you thrive both in and out of work:

• Vibrant and social community who have annual celebrations, family fun days and regular events
• Enjoy flexible work arrangements, including the option of one day working from home each week or a 9-day fortnight
• Enjoy additional leave days - ‘ME’ leave and ‘Volunteer Day’ leave
• Option to purchase additional leave
• Free Coffee Mondays
• Return To Work bonus for returning parents
• Rewards Platform – Enjoy discounts and cashback at hundreds of retailers
• Quarterly Award and Recognition program

Who We Are

iSelect and Compare the Market are trusted, well-known brands dedicated to helping millions of Australians compare and buy personal finance and household products such as insurance, energy, and loans. Together, we provide a seamless, customer-focused experience that makes it easier for Australians to find the right products to suit their needs.

Sound like a good fit? Let’s talk.

At Compare the Market and iSelect we’re proud to be an Equal Opportunity Employer and we embrace diversity.

This role is available to candidates with unlimited Australian working rights only. Sponsorship is not available.

Compare the Market and iSelect are committed to protecting your privacy. All applications and personal information are kept confidential and securely stored in line with Australian privacy laws, used only for recruitment purposes, and not shared with third parties outside the Auto and General Holdings Group without your consent.