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Tesla Analyst Workforce Management Australia, Victoria, Melbourne 967206258
16.04.2025
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What You’ll Do What You’ll Bring
- Monitor contact center performance and make real-time staffing adjustments to ensure that service goals are met, setting and adjusting skills
- Optimize the use of real-time monitoring tools and workforce management techniques to improve resource efficiency and effectiveness
- Monitor multi-site real time adherence and communicate with sites when agents are out of adherence
- Analyze current days queue performance, compare with staffing plan and historical data to develop a course of action to ensure service level goals are met
- Conduct real-time resource re-forecasting, utilizing scheduling software to meet daily/intraday service level targets and provide daily performance reports to Customer Support stakeholders
- Maintain constant communication across departments/sites/regions to acquire and communicate details that influence call volume delivery, average handle time or adherence against schedules
- Track, address and escalate interrupted work (including system issues) while reporting/tracking any significant developments and provides reallocation recommendations to Customer Support leadership
- Strong self-starter, ability to work independently or with a group
- 2 years relevant working experience in a call center
- Previous experience in workforce management tools preferred (Alvaria, Oceana, etc.)
- High Proficiency in MS Excel and data analysis preferred
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