Real-time Analyst

Join Symbos and be part of a team that's redefining excellence in business process outsourcing across Australia, New Zealand, and Fiji.

What’s in it for you;

Vibrant Workplace: Be part of a fun, supportive, and inclusive team environment where culture matters. Wellbeing First: Enjoy perks like employee discounts, health and wellness initiatives, 24/7 EAP support, and discounted health insurance. Recharge & Celebrate: Take an annual “Unplugged Day” to reset, and swap cultural holidays to celebrate the days that mean the most to you.

Working as a Real-Time Analyst, you will monitor operational performance and respond promptly to emerging issues to maintain service standards. Using workforce management systems, you will provide timely insights and act as the primary contact for real-time workforce queries, ensuring efficient resource allocation and supporting continuous improvement.

What You’ll Be Doing;

Monitor Performance: Keep track of queues, agent activity and service levels, adjusting schedules and activities in real time to ensure targets are met. Identify Risks: Spot intraday issues such as high call volumes, absenteeism or system outages, and escalate or recommend actions to minimise impact. Support Leaders: Provide timely updates and guidance to Team Leaders and Managers to help them respond to emerging challenges. Produce Insights: Generate and distribute intraday and end-of-day reports, analyse data for trends and recommend improvements. Enable Compliance: Maintain accurate records, support adherence to client SLAs, and ensure workforce management processes are followed. Leverage Tools: Use WFM systems like Genesys, NICE, or Verint to monitor and manage real-time performance effectively.

What You’ll Bring;

Experience in a contact centre environment, ideally in workforce planning or real-time analysis.Familiarity with WFM platforms and real-time monitoring tools.Strong analytical and problem-solving skills with high attention to detail.Effective communication and stakeholder engagement.Ability to adapt quickly under pressure and manage competing priorities.Proficiency in Excel and data reporting.

The Mindset You’ll Bring;

Analytical Thinker: Confident working with data to draw insights and make timely decisions. Resilient and Proactive: Comfortable in a fast-paced environment and quick to act when challenges arise. Collaborative Partner: Works openly with leaders and colleagues to align actions and achieve results. Detail Focused: Takes pride in accuracy and consistency in reporting and decision making.

Why You’ll Love This Role;

Impactful Role: See the direct impact of your work in shaping performance and customer outcomes every day. Skill Development: Gain exposure to workforce management systems and develop your analytical skills in a critical role. Operational Influence: Visibility and direct influence on operational performance. Supportive Culture: Join a team that values empathy, teamwork, and continuous learning.

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About Us;

Recoveriescorp is part of Symbos, a growing, people-powered outsourcing services group with over 30 years of cross-industry experience, partnering with more than 250 clients across enterprise, government, and emerging sectors. Our team of 1,200+ professionals operate across Australia, New Zealand, Fiji, the Philippines, and South Africa, delivering meaningful outcomes across customer experience, managed services, and operational transformation.

We operate with a unique ‘Glocal’ delivery model, locally led, regionally integrated, ensuring clients benefit from both strong in-market accountability and smart delivery models across regions. With a track record of long-term partnerships, award-winning performance, and a culture built on agility and collaboration, Symbos is a place where great people come to do their best work.

We engage a workforce that represents the diverse communities and customers we support. That’s why we are committed to ensuring everyone is treated fairly, with respect and provided with inclusive and equal employment opportunities. We encourage applications from people of all ages, nationalities, abilities and cultures including indigenous peoples; people from culturally diverse backgrounds; people with disabilities and all members of the LGBTQIA+ community. If you’re passionate about shaping the future of service delivery and want to be part of a team that values performance, innovation, and trust, Symbos offers the platform to thrive.