About this role

Manage customer channels in real time to meet agreed service levels and ensure timely customer outcomes
Maintain and adjust rostered schedules to optimise workforce coverage
Monitor staff adherence and escalate where required to support performance
Produce real time and historical reporting to inform decision-making
Provide technical support and maintain knowledge of systems used across Customer and Services
Work collaboratively to improve processes and drive efficiencies across teams
Identify and escalate risks and issues, contributing to a proactive operating environment

Strong communication skills and the ability to work effectively with a range of stakeholders
Excellent time management and the ability to perform under pressure
High attention to detail and strong analytical capability
Experience working with data, reporting, and multiple systems (including Excel)
A strong customer focus and commitment to delivering timely service
The ability to manage competing priorities and meet tight deadlines
Demonstrate knowledge of, or a willingness to build your understanding of, Te Ao Māori and Te Tiriti o Waitangi in a public sector context.

Competitive salary and benefits package
5 weeks annual leave
Income Protection and Critical illness Insurance scheme available for all permanent employees

Real Time Analyst

Key skills