Stepping Into Internship Program - Position DescriptionThe Australian Network on Disability’s Stepping Into program is a paid internship scheme that matches talented university students with disability with roles in leading Australian businesses.

Position Title

Optus - Telesales Scheduling Analyst or Telesales Real time Analyst Intern

Location

Adelaide, SA

Position Duration

Minimum of 152 hours

Position Overview

Retail and Channel Sales

We have 2 roles available to choose from (1 intern)

Telesales Scheduling Analyst

Under the direct guidance of the Workforce Management Manager, this position will collectively take ownership for the Scheduling and Intra-day performance of the Telesales, Inc. Saves and migration teams. Using IEXt Workforce Management system, Real Time Adherence and Reporting tools, the WFM Scheduling Analyst will be responsible to develop and maintain optimal schedules for the Telesales staff in order to ensure we meet our long-term (annual & monthly), short-term (weekly & daily) and intra-day labour targets and guidelines.

As a member of the WFM team, the Scheduling Analyst will be responsible for providing and completing regular scheduling responsibilities and provide schedule analysis and staff recommendations to meet Telesales targets .

This position requires detailed, accurate, and timely completion of scheduling reports. Additionally, Scheduling Analyst will assist in the maintenance of WFM data reports to ensure accuracy of historical statistics provided to our customers. The position must establish and maintain strong relationships that will allow an effective working relationship with all levels of employees & management from multiple departments and multiple sites. (more detail available)

or

Telesales Real time Analyst

Report under the direct guidance of the Workforce Management Manager, this position will collectively take ownership for the real time monitoring and Intra-day performance management of the Telesales, Inc. Saves and migration teams. Using IEX Workforce Management system, Real Time Adherence and Reporting tools, the Real time Analyst will be responsible for the following:

Level 3, 80 Clarence Street, Sydney NSW 2000 (02) 8270 9200 www.and.org.au

Maintain Grade of Service

Monitor call centre KPI’s: AHT, ACW, adherence, etc.,

Using resources effectively to maintain occupancy

Optimize the schedules

Maintaining telephony skill matrix

Ad-hoc tasks

Driving efficiency

Meeting demand GoS & Occupancy at every interval to maximize sales

As a member of the WFM team, the Real Time Analyst will be responsible for monitoring and completing regular Intraday performance updates and provide insights to stakeholders every hour. Real Time Analyst will also be responsible for effective staffing after applying shrinkage to meet Telesales targets. This position requires detailed, accurate, and timely completion of Intraday reports.

The position must establish and maintain strong relationships that will allow an effective working relationship with all levels of employees & management from multiple departments and multiple sites. (more detail available)

Ideal Degree/Discipline

Business/Analyst

Eligibility Requirements

Second last or final year of a relevant undergraduate or postgraduate degree

Permanent residents and Australian citizens only

Identify as having disability

Candidates may be required to undergo a background check security clearance

Apply Here

www.tfaforms.com/420924

Contact the AND Programs Team at applications@and.org.au or 1300 363 645 for further information.

Please be aware that all Stepping Into internships are paid placements. The employing organisation will pay the intern’s pro rata salary for the internship period (including superannuation) at a rate commensurate with the duties performed and abiding by Fair Work standards.