About Us: Findstaff provides comprehensive employment solutions across Blue and White-Collar industries. FindStaff have over 30 years' involvement in sourcing professional, experienced and astute candidates for businesses of all sizes & requirements. Our client and their requirements : Our client has a contact centre that is built on excellence, and require a Real Time and Quality Analyst to become part of an excellent small team, dedicated to delivering exceptional support to their contact centre operations. Our client prioritizes learning, development, and work-life balance, offering flexible Hybrid and work-from-home arrangements. Job Summary As a Contact Centre Support Specialist, you'll play a vital role in driving operational efficiency, fostering growth, and ensuring outstanding customer service. Your expertise will help us optimize workforce management strategies, implement quality assurance frameworks, and leverage technology to enhance our operations. Please note: Working with Children Check and National Police Check are to be obtained Responsibilities Develop and implement effective workforce management strategies to optimize contact centre performance Analyze real-time data to inform decision-making and drive operational improvements Collaborate with the quality assurance team to design and implement frameworks that ensure exceptional customer service Provide training and support to contact centre staff on technology, systems, and processes Foster strong relationships with internal stakeholders to drive business outcomes Requirements Proven contact centre experience Strong technical skills, including proficiency in technology/systems Moderate Excel knowledge Experience with real-time, workforce management, and quality assurance solutions (advantageous) Exceptional communication and interpersonal skills Strong time management and organizational abilities Ability to build relationships with stakeholders at all levels Fast learner, inquisitive, and self-motivated Critical thinking and problem-solving skills Detail-oriented with ability to work autonomously and collaboratively What We Offer Competitive salary and benefits package Ongoing learning and development opportunities Flexible hybrid and work-from-home arrangements Collaborative, dynamic work environment Recognition and reward for outstanding performance How to Apply If you're a motivated, customer-focused professional looking for a challenging role with growth opportunities, please submit your application, including your resume and cover letter. We can't wait to hear from you!
