You'll provide operational insights, identify emerging risks and trends, and recommend practical solutions to improve service delivery and workforce efficiency.

Key responsibilities

- As a Realtime Performance Analyst, you'll monitor contact centre operations in real time, analyse service performance, and coordinate resources to maintain service levels and support positive customer outcomes.
- As part of the Housing Response Centre, you will monitor and analyse contact centre performance in real time, ensuring resources are effectively allocated to meet customer demand and service level targets.
- You’ll work as part of a team-oriented and customer-focused team that values innovation, accountability and continuous improvement.
- Analyse call volumes, service levels and workforce adherence trends.

What you need

- If you meet the essential requirements and the role resonates with you, you do not need to meet every desired requirement for us to want to talk to you.

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📌 Realtime Performance Analyst - Housing Response Centre (City of Liverpool)
🏢 Homes NSW
📍 City of Liverpool