Real Time Analyst

Role overview

NZ Transport Agency Waka Kotahi is hiring a Real Time Analyst to help keep customer service operations running smoothly as they happen. This is a fast-moving role where you will use live operational insight to support service delivery, improve customer outcomes, and help the team respond quickly to changing demand.

What you will do

• Oversee customer channels in real time so service targets are met and customers receive timely outcomes.
• Adjust rostered coverage to make sure the right people are in the right place at the right time.
• Track adherence and flag issues when performance support is needed.
• Create live and retrospective reports to support operational decisions.
• Assist with technical matters and keep working knowledge of the systems used across Customer and Services.
• Partner with colleagues to refine processes and increase efficiency.
• Spot potential risks and issues early and escalate them to support a proactive operating environment.

What the role suits

This position is ideal for someone who enjoys working in a busy, high-pressure setting and takes pride in using data, systems, and sound judgment to improve customer service delivery. You should be comfortable balancing multiple priorities while maintaining accuracy and focus.

What you need to bring

• Clear communication skills and the ability to work well with different stakeholders.
• Strong planning and time management skills, especially when working under pressure.
• Excellent attention to detail and solid analytical ability.
• Experience handling data, preparing reports, and working across several systems, including Excel.
• A customer-first mindset and a commitment to timely service.
• The ability to manage competing priorities and consistently meet deadlines.

Other information

You are expected to either already understand, or be willing to develop your knowledge of, Te Ao Māori and Te Tiriti o Waitangi in the context of the public sector.

About the team

The Customer and Services group focuses on delivering transactional services efficiently while keeping the customer experience central. The team works to make services straightforward, consistent, and effective for people across New Zealand, while supporting the wider land transport system through reliable service interactions and ongoing improvement.

What you will receive

• A competitive salary and benefits package.
• Five weeks of annual leave for permanent employees.
• Income protection and critical illness insurance available to all permanent employees.

Application information

The closing date for applications is 9 July 2026. For further information, contact [email protected].

Applicants must have the legal right to live and work in New Zealand. NZTA is an equal opportunity employer and values diversity, inclusion, and accessibility in the workplace. Early applications are encouraged, as shortlisting may begin before the closing date and the advertisement may be withdrawn at any time.