Real Time Analyst


  • Join our reputable and high performing Contact Centre team
  • Bring your excellent time management and laser sharp attention to detail
  • Work with a team that values collaboration and innovation

About The Role
In this role, you would have the opportunity to:

  • Effectively manage telephone and email skills/queues so that Retail Distribution achieves its strategic objectives with regard to customer experience
  • Distribute staff between skills/queues to ensure the customer experience and Service Levels are optimised on an intra-day basis
  • Ensure the delivery of business imperatives and ensure they meet customer expectations in relation to meeting service levels
  • Interact with Schedule Analysts, NZCC Managers, Team Leaders and agents in all business units and geographical locations
  • Do trend analysis and reporting on intra-day activities and information feedback to TL’s regarding these trends
  • Identify and implement initiatives to improve/maintain the Service Levels of the Contact Centres (shared with the WFM team and greater Contact Centre Staffing)
  • Ensure all intra-day schedules delivered comply with ANZ Group strategy, policies, process and standards and with external regulatory requirements

Role Location – Auckland preferred, Wellington as a second option
Role Type - Permanent, full time
Shift – set roster; Tuesday to Saturday

Weekday start times between 7:30am and 10:00am and weekend hours will be 8:00am to 4:00pm

About You
To grow and be successful in this role, you will ideally bring the following:

  • Prior experience working with stakeholders and establishing and managing relationships
  • Strong time management skills and the ability to prioritise
  • Experience in analysis, interpretation, and presentation of complex data sets within a customer-focused business environment
  • High level of PC capability with advanced skills in data query and analysis tools (MS Excel)
  • Proactive team player with a growth mindset

About ANZ
Our purpose is to shape a world where people and communities thrive. That’s why we strive to create a balanced, sustainable economy in which everyone can take part and build a better life. By helping people make the most of what they have, we transform ideas, hard work and ambition into reality.

ANZ recognises the value of an inclusive and diverse work environment. We take pride in the diversity of our people and encourage applications from diverse candidates. Our recruitment decisions are based on the key inherent needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics.

The ANZ values are the foundation of how we work and support our customers.

Integrity – Are honest and fair
Collaboration – Work together for the customer
Accountability – Take ownership and get things done
Respect – Care for all those we serve
Excellence – Challenge ourselves to be better

   

Tō Ao, Nā Tō Ara – E whakanuia ana e ANZ ngā mea Māori katoa

Your world, your way – ANZ celebrating all things Māori

We work flexibly at ANZ. Talk to us about how this role could be flexible for you.

ANZ recognises the importance of flexible working, watch our Global Stories to see how ANZ aims to meet the needs of our customers and to attract and retain the best people in a changing world https://www.youtube.com/watch?v=y9h7oktSut0

To find out more about working at ANZ or to view other opportunities visit http://www.anz.co.nz/careers

You may apply for this role by visiting ANZ Careers and search for the reference number NEW033054.

Are you viewing this job on LinkedIn? Click here to apply