Queue Management Analyst
Atu mo te mahi - About the role
The Queue Management Analyst is responsible for providing queue management practices inclusive of monitoring real-time workload daily, delivering key metrics for performance, and identifying improvement opportunities for all contact centre agents who provide better health outcomes to the people of Aotearoa.
As they will support teams working across a 24/7 timeframe, they must be comfortable to work and be on call on weekends and evenings if required. This permanent opportunity will be based in our Auckland office on College Hill.
Day to day you will be doing the following:
- Monitor and track our frontline staff's productivity in real time to ensure service demand and resource is fully optimised at any given time to provide the best experience for service users - this is a key outcome
- Act as an integral part of the Queue Management team
- Execution of daily production plans within contact centre systems
- Proactively make recommendations to key operational leaders for improvements to service levels, management and monitoring of campaigns to meet the desired outcomes
- Use industry best practises to make sound decisions around the movement of our workforce. The Queue Management team supports Whakarongorau resourcing on a 7-day, 24-hour basis
Pehea koe - About you:
- Ideally five or more years of Queue Management experience
- Ideally five or more years' experience in a contact centre environment working in a reporting capacity
- Experience in contact centre systems to deliver queue management outcomes
- Intermediate ability and skill in Microsoft Office - especially Excel
- Experience using programs including PowerBI and Steeple - preferred
Skills and competence:
- Ability to question the status quo, problem solving, innovative thinking, analytical and strategic thinker
- Demonstrable ability to work cooperatively with different stakeholders to establish best working practices for customers and the business
- The ability to deliver a genuine customer centric approach to both internal and external customers
- Proven capability to analyse, problem solve and interpret decisions, ability to analyse and synthesize complex information
- Work with the team and relevant parties to develop and execute improvements
- Ability to work cooperatively with different stakeholders to establish best working practices for customers and the business
Ko wai hoki - About us
Whakarongorau Aotearoa has the privilege of running free to the public, virtual health, mental health, and social services for the people of Aotearoa.
Our 12 clinical teams and support services are based across contact centres in Auckland, Wellington, Christchurch, and from their homes across Aotearoa.
We want to give everyone in Aotearoa the opportunity for wellness. We focus on the connected world of digital care, where we can help join all the dots, and select the right services, advice, support and help for the right need.
Through our 30+ services we connected with over 950,000 people last year (to 30 June 2021).
We use our healthy imagination to solve big problems by understanding the tiny ways that people are blocked from getting the care they deserve. Our imagination comes from our people and our partners and their drive to never give up.
Ō tātou uara - Our values
Our values underpin all we do, and how we do it.
We are looking for people who align naturally with these values and will champion them:
- Mahia te mea tika / Do the right thing
- Hihiri e te kounga / Motivated by quality
- Ngākau nui ki te pai ake / Passion for better
- Pokohiwi ki Pokohiwi / Shoulder to shoulder
To tatou tikanga - Our culture
Our staff are passionate people, each driven to contribute to better health outcomes, with a focus on high priority populations. We are focused on hiring kaimahi who live and work in the communities they serve.
Whakarongorau Aotearoa's commitment to understanding and improving mana taurite (equal status) starts with the understanding of self and how we, as health professionals, think and behave each minute of each day to serve the health needs for Aotearoa.
To ensure we are as connected and as engaged as we can be with the people we help, nearly 20% of our workforce identify as Māori and 22% as Pasifika.