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. We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696. Advertising End Date: 04/09/2026