Real-Time Analyst - Adelaide

Job Description

Who we are: Claro Aged Care and Disability Services– A leading provider of aged care and disability services across Australia. Our name ‘Claro’ comes from Latin and means ‘to brighten’ – and we’re here to enable you to shine.Whether you or a loved one are seeking support to stay independent at home, comprehensive care to meet personalised goals, or a new specialist disability home – we’ll work in partnership with you and make it happen. The Opportunity: Reporting to the Real-Time Workforce Lead, the Real-Time Analyst is a key role in ensuring the efficient coordination of support worker rosters and client schedules at Claro Aged Care & Disability Services. This position is responsible for real-time adjustments to rosters, proactively managing vacancies, unplanned leave, and immediate shift changes to maintain continuity of care. In this fast-paced role, the Real-Time Analyst will monitor inbound call queues, triage enquiries, and provide rostering solutions that align client needs with workforce availability. They will also manage internal inboxes, ensuring timely responses to requests and adherence to company policies and service standards. By optimising rosters, reducing overtime and subcontractor reliance, and maintaining compliance with fatigue management guidelines, the Real-Time Analyst plays a vital role in delivering efficient and high-quality care. This is a hybrid role based at our Adelaide office. You will be responsible for, but not limited to: Proactively manage and adjust support worker and client rosters within the real time period to address shift changes and new service needs, ensuring continuity of care and adherence to company standards and processes. Proactively manage vacancies in rosters within the real-time period to resolve unplanned leave and other staffing gaps. Monitor and manage inbound phone queues, ensuring adherence to call-handling processes and achieving relevant KPIs. Address customer and internal stakeholder enquiries promptly, providing rostering-related advice or triaging calls as necessary. Achieve Real-Time Analyst KPIs by reducing overtime and subcontractor hours, rostering within funded hours, minimising errors, adhering to fatigue management guidelines, and meeting shift fill targets. Manage and triage internal email inboxes, responding to enquiries or completing tasks related to the real-time period. To be successful in this role you will: Proven experience in managing rostering and scheduling operations across extensive geographical regions, with a preference for experience in clinical settings. Adept understanding of rostering principles and practices, including the ability to adjust and manage rosters in real-time for optimal service delivery. Demonstrated success in stakeholder management, with a strong ability to build and maintain operative relationships with the ability to communicate professionally and effectively. Proficient experience in handling service delivery through various channels, including phone, email and non-face-to-face interactions Possess highly developed organisational skills, enabling meticulous attention to detail while efficiently handling multiple tasks simultaneously Additional Requirements: Current National Police Check NDIS Worker Screening Check Evidence of current work rights in Australia What’s in it for you: Friendly team environment with a great community care spirit Employee Assistance Program for staff and their families Access to the Fitness Passport (FP) Flexible, hybrid working arrangements with an option to work a 9-day fortnight How to apply To apply select the ‘apply’ button below and you will be redirected to our website to commence your application. Please note: Candidates may be shortlisted and interviewed prior to closing date, apply today! We pride ourselves on being an equal opportunity employer, committed to supporting an inclusive & diverse workplace. We encourage and welcome applications from Aboriginal and/or Torres Strait Islander peoples, people with disability, people of all ages, cultural identities, gender identities and expressions & LGBTIQA+ people. #J-18808-Ljbffr