Analyst Real Time Workforce

Kainga Ora is dedicated to transforming New Zealand's housing sector by creating homes and communities where citizens can thrive. The role contributes to this mission by ensuring the Customer Support Centre is efficiently resourced to operate around the clock.In this role you can expect to have the responsibilities:
Ensure proper resourcing of the Customer Support Centre aligned with daily schedulesCollaborate with Team Leaders for business continuity planningUse contact centre data to recommend and lead service improvementsMonitor and evaluate activities to enhance processes and practicesAnalyse and prepare professional reports using research and investigationThis role comes with the following benefits:
Competitive salariesFive weeks' annual leaveA suite of insurancesFlexible working arrangementsCareer development opportunitiesThis role requires you to have:
Experience in a customer-centric environmentAbility to analyse and prepare professional reportsHigh level of autonomy and proactivenessEffective communication across leadership layersYou would benefit from having:
Knowledge of Genesys systemsKainga Ora values diversity and inclusivity, welcoming applicants from various backgrounds. Employees are supported with tools and opportunities for personal and career development.
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