Intraday Performance Specialist

Job description

Could this be one of those rare moments to do the best work of your career? The Lottery Corporation is Australia’s largest lottery company offering exciting games that deliver life-changing wins to customers and make a meaningful difference in the community. We’re the team who bring you Australia's favourite lottery and Keno games. For more than a century, we’ve been playing our role in creating positive impacts by delivering winning moments every day to our people, our customers, retailers, partners and our community. Share joy, spark possibilities and join the winning team today! As the Intraday Performance Specialist, you will be responsible for monitoring real-time contact centre performance, workforce movements, and staffing coverage to ensure customer demand is effectively managed throughout the day. You will proactively identify performance risks, coordinate workforce adjustments, and support service delivery outcomes through effective real-time workforce management. What you’ll do: Monitor real-time contact centre performance across multiple channels Track service levels, queue performance, adherence, occupancy, and staffing coverage Identify emerging operational risks and...