Real Time Analyst

12 month secondment for internal staff / 12 month contract for external candidates

At CommBank, we’re building a simpler, safer, and better bank for our customers. Behind every great customer experience is a team that’s empowered, supported, and set up to succeed - and that’s where Workforce Optimisation comes in.

We’re looking for a Real Time Analyst to support operational performance through real-time monitoring, intraday management, and data-driven decision making. This is a great opportunity for someone who enjoys working in a fast-paced environment, using insights to solve problems quickly, and helping teams deliver strong customer outcomes.

Do Work That Matters

As a Real Time Analyst, you’ll play a key role in ensuring operational teams are performing effectively throughout the day. You’ll monitor real-time performance, identify risks and opportunities, and work closely with stakeholders to support service levels, productivity, and customer experience.

You will:

• Use workforce management tools and real-time performance systems to monitor business performance and service delivery outcomes
• Monitor intraday performance across queues, channels, workloads, and service levels
• Identify real-time risks to service levels, KPIs, productivity, and customer outcomes, escalating where required
• Make intraday recommendations to optimise resources, including movement of capacity, schedule adjustments, offline activity management, and prioritisation of work
• Track adherence, shrinkage, absenteeism, workload volumes, and operational impacts throughout the day
• Analyse real-time and intraday data to identify trends, root causes, and improvement opportunities
• Provide stakeholders with timely updates, insights, impact assessments, and recommendations
• Support daily performance routines, including operational check-ins, huddles, and service level reviews
• Partner with workforce planning, operations, and leadership teams to support strong customer and business outcomes
• Maintain accurate records of intraday actions, decisions, risks, and performance impacts
• Follow standard operating procedures and uphold risk, compliance, and operational standards

What You’ll Bring

• Experience in real-time analysis, intraday management, workforce management, contact centre operations, or a similar operational environment
• Strong understanding of service levels, adherence, shrinkage, occupancy, workload volumes, and operational performance metrics
• Experience using workforce management, telephony, queue monitoring, rostering, or reporting tools
• Strong analytical skills with the ability to interpret data quickly and make practical recommendations
• Ability to work in a fast-paced environment and respond effectively to changing priorities
• Strong problem-solving and critical thinking capability
• Excellent stakeholder engagement and communication skills, including the ability to provide clear and timely updates
• A proactive, detail-oriented mindset with a focus on continuous improvement and customer outcomes
• Ability to identify risks, assess impacts, and escalate issues appropriately
• Exposure to workforce analytics, dashboards, or reporting tools
• Understanding of forecasting, scheduling, or capacity planning principles
• Familiarity with AI or data tools to support decision-making and operational insights

Working at CommBank

We’re committed to building a diverse and inclusive workforce that reflects the communities we serve. We support flexible working and provide opportunities to grow your career, develop new skills, and make a meaningful impact.

At CommBank, you’ll be part of a team that values curiosity, collaboration, and customer obsession - all while helping shape the future of work.

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

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