Real Time Analyst

Opportunity

NZ Transport Agency Waka Kotahi is hiring a Real Time Analyst to support smooth customer service delivery as it happens. This position sits within the Customer and Services group and is focused on managing workflow in real time, making sure service targets are met, and using operational insight to improve the customer experience.

You will be working in a busy, fast-moving environment where your actions can have an immediate effect. The role is also a good fit for someone who enjoys contributing to ongoing improvement and helping teams deliver reliable service.

Key responsibilities

• Oversee customer channels live to help achieve agreed service levels and ensure customers receive timely outcomes.
• Adjust rostered coverage as needed so staffing aligns with demand.
• Track staff adherence and raise issues when intervention is required.
• Create both live and historical reports to support operational decisions.
• Offer technical assistance and keep your understanding of the systems used across Customer and Services up to date.
• Work with colleagues to improve processes and increase efficiency across teams.
• Spot risks and operational issues early and escalate them to help maintain a proactive service environment.

About you

You are likely to do well in this role if you enjoy high-pressure, detail-sensitive work and are motivated by improving customer outcomes through data-led operational support. Strong coordination, analysis, and communication skills are essential.

What you need to bring

• Clear communication skills and the ability to work well with a wide range of stakeholders.
• Strong time management and the ability to stay effective when pressure is high.
• Excellent attention to detail and solid analytical ability.
• Experience handling data, reporting, and several systems, including Excel.
• A customer-first mindset and a commitment to prompt service delivery.
• The ability to balance competing priorities and work to tight deadlines.

About the organisation

The Customer and Services group focuses on delivering transactional products and services with operational excellence and a strong customer focus. The wider organisation is committed to making services simpler, more consistent, and more effective for people across New Zealand, while also supporting the land transport system through dependable customer interactions and continuous improvement.

Additional information

You are expected to have knowledge of, or a willingness to develop your understanding of, Te Ao Māori and Te Tiriti o Waitangi in a public sector setting.

Only candidates with a legal right to live and work in New Zealand can be considered.

The organisation is an equal opportunity employer and values diversity and inclusion. Support and access requirements can be discussed during the recruitment process.

Applications may be reviewed as they are received, so early interest is encouraged. The position may be withdrawn at any time.

Application close date: 9 July 2026.

For further information, contact [email protected].

Benefits

• Competitive pay and benefits package.
• 5 weeks of annual leave for permanent employees.
• Income Protection insurance for permanent employees.
• Critical illness insurance for permanent employees.