Real-Time Analyst
Type: Full-time, permanent | Flexibility: Hybrid work options
About I-MED Radiology
I-MED Radiology is Australia's largest medical imaging network, offering a high-performing culture with a strong focus on quality, innovation, and patient care. With over 240 clinics and 4,000 team members, including more than 400 radiologists, I-MED is committed to delivering accessible and expert diagnostic services.
About the Role
As a Real-Time Analyst, you'll play a key role in ensuring our Contact Centre runs at its best. By monitoring and optimising performance across phone, chat, and email channels, you'll help deliver timely, efficient, and professional service for our patients and referrers. Working closely with Team Leaders, Workforce Planning, IT, and Operations, you'll make sure our people and systems are aligned to meet demand.
What You'll Be Doing
- Monitoring queues, schedules, and agent adherence in real time to maintain service levels.
- Analysing intraday performance metrics (ASA, AHT, occupancy, queue performance) and reallocating resources as needed.
- Reporting on call volumes, agent availability, and performance trends throughout the day.
- Supporting escalation procedures and business continuity planning to minimise downtime.
- Collaborating with Workforce Planning and Telephony teams to optimise scheduling and routing.
What We're Looking For
- Experience in workforce management or real-time contact centre performance.
- Strong analytical and problem-solving skills, with the ability to identify trends quickly.
- Understanding of contact centre metrics and routing environments (preferred).
- Excellent communication skills and confidence working with stakeholders across teams.
- Ability to remain calm, focused, and decisive in a fast-paced environment.
What We Offer
- Ongoing development.
- A friendly and supportive environment
- Health & wellbeing benefits, including EAP and staff programs.
- The chance to be part of exciting projects that make a real difference.
If you're passionate about using data and real-time insights to improve outcomes, we'd love to hear from you.
Apply today and help us deliver the best possible experience to our patients and referrers.
