With over 5,200 people, and revenues of over $1.1 billion, Datacom is one of Australasia’s largest professional IT services companies. Datacom has extensive expertise in the operation of data centres, the provision of IT services, software engineering and management, as well as payroll and customer service design and operations. Founded in 1965 and operating across Australia and New Zealand, Asia, Europe and the US, Datacom has a successful trading history of consistent growth, profitability and a track record of delivering innovative, cost effective technology solutions.

Due to continued growth, Datacom Connect are seeking a Real Time Analyst to join our new team in Adelaide. As the Real Time Analyst you will be accountable for ensuring that workload and call targets are met as required. 

About the Role:
  • Monitor Adherence, talk time, ACW, GoS and Occupancy to ensure necessary steps are taken to achieve KPI’s
  • Pre-planning of training, leave and other activities to ensure target staffing met each interval
  • On the day management of staffing including requests for additional hours, leave, off phone activities to ensure optimal performance to forecast
  • Break optimisation
  • Telephony skill and work type changes to ensure targets are achieved
  • Produce and analyse Intra-day reporting on call and workload delivery for distribution to stakeholders
About You: 
  • Experience in either Workforce Planning or Real Time Management
  • A strong understanding of contact centre metrics and the relationship to performance including GOS, AHT, Occupancy and Shrinkage. 
  • A strong technical aptitude including MS Excel
  • A high level of written and verbal communication skills
  • An Australian Citizen and able to pass a National Criminal History Check
  • Available to work a rotating roster between 7:00am and 7:00pm
At Datacom Connect, we know how to recognise the work you do and offer inspiring leadership programs and development opportunities. We also offer a corporate wellness program and provide you with the technology to enable you to work efficiently.

Our future looks bright. And so can yours. If you're ready to make a move, we're ready to talk.

How to Apply:

For further information please contact Chantelle Romeo, Recruitment Coordinator on 08 8164 7638, alternatively click APPLY NOW!
  • A fantastic career opportunity within a rapidly growing business
  • Modbury Location
  • Join a team of dedicated and passionate people