• Play a key role in ensuring customer services run smoothly in real time
• Work in a dynamic, fast-paced environment where your insights make an immediate impact
• Be part of a team focused on continuous improvement and delivering great customer experiences

Te Whiwhinga mahi | The opportunity
We're looking for a Real Time Analyst to proactively manage customer channel workflow and ensure service levels are achieved across our Customer and Services group. In this role, you'll monitor real time performance, optimise workforce allocation, and support teams with system and operational insights, helping deliver timely, high-quality service to our customers.

Key Responsibilities:

• Manage customer channels in real time to meet agreed service levels and ensure timely customer outcomes
• Maintain and adjust rostered schedules to optimise workforce coverage
• Monitor staff adherence and escalate where required to support performance
• Produce real time and historical reporting to inform decision-making
• Provide technical support and maintain knowledge of systems used across Customer and Services
• Work collaboratively to improve processes and drive efficiencies across teams
• Identify and escalate risks and issues, contributing to a proactive operating environment

You can find a copy of the position description here.

We are seeking to appoint at a salary between $73,000 - $77,000 commensurate with skills and experience.

Ko koe tenei | About you
You'll be someone who thrives in a fast-paced environment, with a strong eye for detail and a passion for delivering great customer outcomes through data and operational excellence.

You will bring:

• Strong communication skills and the ability to work effectively with a range of stakeholders
• Excellent time management and the ability to perform under pressure
• High attention to detail and strong analytical capability
• Experience working with data, reporting, and multiple systems (including Excel)
• A strong customer focus and commitment to delivering timely service
• The ability to manage competing priorities and meet tight deadlines

You'll also demonstrate knowledge of, or a willingness to build your understanding of, Te Ao Maori and Te Tiriti o Waitangi in a public sector context.

Mo matou | About us
Our Customer and Services group delivers great transactional products and services through operational excellence and a strong customer focus. We're committed to improving customer experiences and making services simple, consistent, and effective for New Zealanders.

We play a key role in supporting the land transport system by enabling efficient, reliable customer interactions and continuously improving how we deliver services.

Ka whiwhi koe i te aha | What you will get in return
At NZTA, you'll be part of a purpose-driven organisation working to connect people, products, and places for a thriving Aotearoa.

We offer:

• Competitive salary and benefits package.
Along with our other'benefits'we also have 5 weeks annual leave and an Income Protection and Critical illness Insurance scheme available for all permanent employees.

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For further information, email: careers@nzta.govt.nz

To be considered for this position you must have a legal right to live and work in New Zealand.

NZTA| Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values. Please let us know if you need any support or have any access requirements that will help you through the recruitment process.

Please note that we may begin shortlisting as we receive applications. We encourage early applications as we may withdraw the advertising at any time.