Real-Time Analyst

Are you passionate about optimising workforce performance and ensuring seamless operations? Move your career forward in 2026 as part of our Workforce Optimisation, Telephony and Faults team.

We’re looking for a proactive and detail-oriented Real-Time Analyst to join us in a permanent full-time role based in Wyong.

In this role, you’ll play a key part in monitoring and managing real-time performance, supporting call centre processes, and leveraging technology to deliver exceptional results. If you thrive in fast-paced environments, have strong analytical skills, and enjoy collaborating with stakeholders, this could be the perfect opportunity for you.

Ready to make an impact?

What you’ll do

• Real-time monitoring at an intraday level ensuring deviations to forecast are recognised with remedial actions and feedback provided to Team Leaders and Managers.
• Review the prior day’s performance against forecast analysing and providing insights on any key deviations and impacts to contact centre.
• Analyse published rosters to ensure the optimal number of people are available to handle the forecasted volume.
• Participate in and/or chair routine daily operational meetings with Centre Managers aligning on decisions and actions designed to drive operational goals.
• Act as gatekeeper of team inboxes, actioning general schedule adjustments and enquiries while delegating relevant queries to team members.
• Support the revision of short-term workload forecasts and assess and address the consequential impacts to performance.

What we’re looking for

• Previous experience in a workforce real-time analyst role, with basic telephony configuration knowledge, is highly desirable.
• Strong understanding of call centre processes and the ability to navigate technology and computer systems efficiently and accurately.
• Ability to adapt and remain resilient under pressure in a variety of situations.
• Excellent written and verbal communication skills, including the ability to present confidently to stakeholders.
• Self-motivated with strong organisational skills and a keen eye for detail.
• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint) and strong data analysis/numeracy skills.

What’s in it for you?

• Discounted ING Health Insurance
• An additional Rest Day to support your wellbeing
• An IMPACT day to volunteer on approved sustainability activity

About Us 
 

At ING, we’re all about making life simpler and more rewarding - for the people who bank with us, the team members who work with us, and the communities we’re proud to support. Joining ING means stepping into an environment where your individuality isn’t just welcomed - it’s celebrated. We’ve built a culture that’s fun, inclusive, and supportive, giving you the freedom to be yourself, so you can do your thing.  

Whether you’re taking ownership of exciting projects, thinking outside the box, or working with global colleagues, you’ll find ING is the kind of place where growth isn’t just a possibility; it’s a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace, you’ll feel the difference in how we value and champion our people.  

We make hiring decisions based on your skills, capabilities, and how you align with our values - not on ticking every box. So, if you’re interested but don’t meet all the criteria, we encourage you to apply. We’re invested in fostering a diverse and inclusive workplace where everyone feels like they belong. We’re your allies in helping you do your thing during the recruitment process, so let us know (email below) if you require any support or adjustments when you apply   

Sound like your kind of vibe? We can’t wait to hear from you!  

(One last note: We operate using a direct talent sourcing model, so no agency introductions, please.)  

ING is Australia’s most recommended bank according to RFI Global’s Consumer Atlas Survey, January–June 2025 (n = 29,510) when compared to customers of the 10 largest ADIs operating in Australia. 

Need more?  

 
Contact Sabrina Huynh, Sabrina.huynh@ing.com

For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: rpoteam.au@ing.com 

Applications will close on Wednesday, the 21st of January.

Before you apply 
Here at ING we consider employee development to be important and encourage existing employees to apply for suitable internal positions. It is expected that any employee applying for a vacant position would have been in their current role for a minimum of twelve (12) months before applying. This may be waived in special circumstances and after consultation with your manager  

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