Junior Real-time Analyst – 1800RESPECT
Telstra Health is proud to work collaboratively with the Australian Government and specialist partners in preparation for the delivery of 1800RESPECT from 1 July 2022, as the national front door for people experiencing, or at risk of experiencing, domestic, family and sexual violence (DFSV) and workplace sexual harassment (WSH).
Vision: to achieve a significant reduction across the Australian community in the prevalence and impacts of domestic, family and sexual violence, including workplace sexual harassment - by improving first response processes, national sector integration, service reach and responsiveness to diverse groups; by strengthening community engagement; and by continuous enhancement of staff skills and technology.
Mission: to deliver a free, 24 hours per day, 7 days per week national service that provides information, counselling support and referrals to people experiencing, or at risk of, domestic, family and sexual violence, including workplace sexual harassment.
Purpose: to provide an accessible, high quality, clinically-informed and evidence-based service that meets the diverse needs and complex considerations of individuals seeking support.
About the role
The junior Real-Time analyst will monitor and evaluate the contacts made by individuals seeking support from the 1800RESPECT service. This will include phone calls, app and website chats. The analyst will work closely with frontline staff, workforce planners and leadership to identify and address contact centre problems as they occur.
Help us achieve a sustained reduction across the Australian community in the prevalence and impacts of Domestic, Family & Sexual Violence (DFSV)
The Junior Real-Time Analyst role will be responsible for delivering the following on behalf of the Workforce Planning Function to inform efficient and effective operation of the 1800RESPECT service.
- Monitor all queues in real time identifying resourcing gaps and taking remedial action where appropriate
- Produce short-term and same day resourcing plans, and take proactive improvement steps to ensure efficient service delivery
- Assess schedules for improvement opportunities and work with Workforce Planning and Clinical Function to realise these opportunities
- Where required, drive end to end fault management for all call routing and Workforce Management system issues, including escalating issues
- Effectively manage resources and available capacity across frontline teams including specialist counsellor delivery partners
- Ensure that short term plans and schedules are up to date at all times
- Deliver improvements in schedule effectiveness and in the balance between contractual KPIs
- Diagnose drivers on performance impacting issues and provide regular updates and mitigating strategies.
- Effectively manage strong relationships with key stakeholders to implement initiatives and changes
- Analysing skill assignment and impact to staffing and service level on a real time basis
- Produce and analyse daily and weekly reporting/auditing on call and workload delivery for distribution to stakeholders
- Communicate with stakeholders on real time management, providing accurate data on performance and highlighting/issues of concern
- Pro-active management of queue performance and early identification of possible incidents
About you
- Experience in a contact centre environment and understanding of KPI metrics
- Moderate Excel abilities and sound use of all MS Office applications
- Analytical reasoning and numeracy
- Strong organisational and planning skills with a focus on attention to detail
- Demonstrated ability of working with competing priorities, tasks and deadlines while under pressure.
- Effective communication both verbally and written for optimal interaction with staff members across all levels of the business.
- Able to respond to change and adopt a flexible/innovative approach to problems and opportunities.
- Able to work autonomously.
- High attention to detail.
- Demonstrated experience working in a high paced environment
· Willing to work a flexible schedule
What you’ll get from us:
· Training and professional development
· 25% discount on Telstra services including home broadband and post-paid mobiles
· Free 24/7 professional and confidential support for you and your family
· Employee rewards program that includes discounts on shopping, gym memberships, movie tickets, health insurance and more
· A supportive and inclusive working environment where you can bring your whole self to work
· Flexible work including the ability to work from home with all equipment provided
· Multiple leave options including paid parental, family and domestic violence leave, cultural, volunteer, study and pandemic leave, as well as the option to purchase additional leave.
We encourage people from all backgrounds, and across Australia to apply for roles in the delivery of this service.
To ensure the safety and well-being of our people and customers, this role will require the successful candidate to be vaccinated against Covid-19. However, please speak to us if you have any questions about this based on your individual circumstances.
We are a Circle Back Initiative Employer. We commit to respond to every applicant, and you will hear back from us soon.