Analyst Real Time Workforce Kainga Ora location Auckland. Salary $95,227 per annum + 5 weeks' annual leave.

Play an essential role in the resourcing of our Customer Support Centre. Contribute to the continuous improvement of our customer service. Salary $95,227 per annum + 5 weeks' annual leave + suite of insurances.

Our organization at Kāinga Ora, ours is the important responsibility of transforming New Zealand's housing choices, outcomes and the entire housing sector by creating homes and communities that allow New Zealanders to thrive.

What is exciting about working for Kāinga Ora is getting the chance to make a real and positive impact on New Zealanders' lives. With skills, planning and purposeful action, our people are creating the homes and neighbourhoods that will build the future of Aotearoa.

We are passionate about transforming New Zealand for the better. That includes being a trusted partner for Māori and iwi, protecting and enabling their rights, interests and aspirations under the guidance of Te Tiriti o Waitangi.

Our role the Kāinga Ora Customer Support Centre provides 24/7 support to Kāinga Ora customers. Based either in our Manukau or Porirua office, the Analyst - Real Time Workforce plays a critical part in ensuring that our Customer Support Centre (CSC) is properly resourced and able to operate effectively. Your key focus is business continuity planning, working closely with Team Leaders to ensure team members are in the right place at the right time per daily resourcing schedules.

You will use your experience in contact centre resourcing and data to identify, recommend and lead improvements to better our service experience. Whilst not essential, knowledge of Genesys systems would be highly advantageous. Flexible working hours required for this role would be Mon-Fri 0700-2000, Sat/Sun cover when required.

What you will bring significant experience working in a customer centric environment and a passion for the delivery of quality and consistent customer service. Experience in monitoring and evaluating activity and applying findings to the improvement of processes and practices.

Ability to analyse and prepare professional reports using research and investigation to establish facts and logic, and critical and creative processes to interpret information and develop conclusions. High level of autonomy, proactive in addressing issues. Comfortable communicating across leadership layers to give advice and recommendations to improve performance.

What's in it for you we offer competitive salaries, five weeks' annual leave and a benefits package including a range of insurances, flexible working arrangements and career development. As a Kāinga Ora - Homes and Communities employee, we want to make sure that you have all the tools and support you need.

We want to ensure you are healthy and have work-life balance. We also want to support and grow your personal and career development through on-the-job learning, training courses, secondments and study opportunities.

Our values were developed by us, for us. They unite us as an organisation and guide how we work every day. Our values are people at the Heart, better together, be bold, join us.