Real Time Analyst

Job Description

Applications close Sunday 16 February 2025 at 11.59PM Overview Work type: Full time Salary: $76,426 - $98,901 Grade: VLA3 - V3AO5C Occupation: Customer Service/Call Centre Location: CBD Reference: VG/VLA/LPCJLH/1841695Support our Legal Help team to ensure the efficient and effective delivery of services in this newly created role. Full time maximum term position up to 12 months (part-time considered) Salary range: $76,426 - $98,901 (pro rata) plus super plus salary packaging Up to $15,900 in salary packaging and hybrid WFH & office model About the role Victoria Legal Aid are seeking an experienced Real Time Analyst to join our Legal Help team. In this role you will be responsible for rostering, monitoring and managing the operational performance of our inbound phone line and webchat enquiries. Working closely with the Workforce Managers, Operations Lead and Legal Help management team, you will also be required to develop detailed reports to track actions taken to achieve service level targets. The role will also require you to analyse attendance and adherence trends and advise on strategies for areas of improvements to enhance overall workforce performance. This role is based at our Melbourne CBD office on Wurundjeri Country. About you As our ideal candidate, you will possess: Experience with contact centre workforce planning/rostering and contact centre methodologies. Strong analytical skills and complex problem solving ability using data sets of information. Excellent interpersonal skills and an ability to manage collaborative relationships with key stakeholders. Experience with using Genesys from a real time analyst or workforce planning perspective, or the ability to quickly acquire knowledge in this area (highly desirable). Don't meet every requirement? At VLA, we understand that your work and life experiences can be just as valuable. If you're excited about this role but your CV doesn't align perfectly with our job description, we encourage you to apply anyway. You may be just the right candidate for this or one of our many other opportunities. About Victoria Legal Aid We provide legal representation to those who need it most. With over 1300 staff employed in 16 offices across Victoria, we help people with their legal problems by providing information, advice and education with a focus on the prevention and early resolution of legal problems. Our clients come from all walks of life and so do we. We hire great people from a wide variety of backgrounds and foster a work culture that's inclusive as well as diverse. Your unique ideas and perspectives are valued so that we best represent the people we serve. Employee benefits Focus on work-life balance including flexible working arrangements Hybrid work from home & office model Training and professional development opportunities Excellent salary packaging options including General Expenses up to $15,900, Meals & Entertainment up to $2,650 and Novated Leasing Supportive team environment in modern offices (including free gym and end-of-trip facilities at our CBD office) Access to discounted Private Health Insurance How to apply To be considered for this role, please submit your current resume and a cover letter addressing the key selection criteria . If you require adjustments to the recruitment and selection process or need an alternative format to any of the application material, please don't hesitate to get in touch with our team. For further information, please review the attached position description or contact Melvin Bent, Manager, Operations on (03) 9280 3981 or No agency applications will be accepted. Other relevant information It is a requirement that staff attend for office-based days at their primary work location. In line with this requirement, interstate applications will be considered only where the candidate is able and willing to relocate to Victoria, unless part of a border community. VLA is committed to putting the safety and wellbeing of children first. #J-18808-Ljbffr