Real Time Analyst

We are currently seeking a Real Time Analyst to join the Workforce Planning team on a 12 month fixed term contract.
Job Details
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Department: Emergency Services Telecommunications Authority
Work Type: Fixed term - full time
Job Function: Customer Service / Call Centre
Classification: See Advertisement
Work Location: Burwood East
Reference: VG/1584184
Closing Date: 06-Dec-2021
Salary Range: See Advertisement
Job Duration: Fixed Term - Full Time
Attachments: PD - Finance & Commercial Services - Real Time Analyst.pdf (PDF, 230KB)
Job Specification

Contact: Shahira Bryant

Position Details

About ESTA

ESTA is the critical link between the Victorian community and the state's emergency services agencies and it partners with the agencies to improve service delivery to the community. It provides Victoria's 24-hour emergency call taking and dispatch services for police, fire, ambulance and SES, and manages the provision of advanced, operational communications for police, ambulance, fire services and the SES.  Its vision is to be a high-performing team trusted by the community and our partners to deliver the right emergency management and response. And its central goal is to save lives and prevent harm through speed and accuracy in emergency operations.


ESTA is currently implementing its Integrated Strategic Plan (ISP2023) setting ESTA's strategic direction, which includes a significant t technology transformation and enablement.

About the role

We are currently seeking a Real Time Analyst to join the Workforce Planning team on a 12 month fixed term contract.

Reporting to the Workforce Management Performance Lead, the Real Time Analyst manages ESTA's Operational intra-day performance to ensure that legislated call taking and dispatch performance standards are achieved. The role monitors current and upcoming staffing levels to ensure adequate coverage across all areas of operations, balances service delivery with financial constraints and uses a global view to best utilise available resources.

This opportunity is unique in the way that it is offering a compressed work week of a 9 day fortnight, with flexibility on the days and hours.

The variety and challenge in this role will come from the following duties:

  • Monitor performance and make informed decisions regarding ECS resource availability to achieve a balance between service delivery and financial objectives
  • Daily discussion with Supervisors regarding current and upcoming staffing levels
  • Monitor adherence to schedule and take action accordingly
  • Manage contact from employees and team leaders relating to planned and unplanned absences, and assess requirement for backfilling or additional shifts.
  • Adjust forecasts to determine required staffing levels
  • Perform all Workforce Management administrative duties associated with daily exception requests, updates to schedules, break optimisation, telephony skill changes, staff adjustments and overtime allocation
  • Providing insights and propose solutions regarding identified trends, operational issues and process gaps

About you

This is an excellent opportunity for an experienced Analyst with a passion for workforce planning.

To be considered for this opportunity, you will have the following:

  • Previous experience in a contact centre environment
  • Desirable experience within WFM systems such as IEX Total View, Aspect WFM system, Genesys, CISCO
  • Understanding of Workforce Management principles and practises
  • Analytical and logical thinker with the ability to quickly apply creative solutions to resource constraints and changes in arrival volumes and patterns
  • Strong reporting/analytical skills and the understanding of financial implications
  • Ability to manage resources to meet fluctuating workloads and conditions
  • Strong ability to explain reasons for action and influence outcomes that may not always be popular
  • Outstanding attention to detail demonstrated through data analysis and reporting experience


Please review the job description and criteria for further details before submitting your application.

What we can offer you 

  • A job that's challenging and exciting
  • A role that makes a vital contribution to the Victorian community through a high-performance workforce
  • Belong to a connected and highly supportive team
  • Competitive pay and benefits
  • Flexible working arrangements to work around our business needs and your lifestyle

How to Apply

Applicants should prepare a statement outlining their expression of interest and a current resume displaying relevant experience.   This statement should outline why you are interested in the role, as well as addressing the selection criteria outlined in the position description.


Click the 'apply' button to be taken to ESTA's online application portal.  

Applications will close at midnight on 6 December 2021.

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