Job Description

We are RCL Services, the Fiji home of Recoveriescorp, a proudly Australian-owned business that has been doing things differently for 25+ years across collections, customer care and insurance recovery. From our base in the Kalabu Tax Free Zone, Valelevu, our Suva team supports some of Australia's biggest brands, and we are growing fast.

We are on the hunt for a Real-Time Analyst to join our Workforce Management team. Someone who lives for live dashboards, gets a buzz out of solving problems before anyone else has noticed them, and can turn a wall of numbers into a clear “here is what we do next.”

What you'll actually be doing

Think of yourself as the mission control of our contact centre. While agents are taking calls and operations leaders are running the floor, you are the one watching the screens, spotting the trends, and making the smart calls in real time.

A typical day might look like:

• Watching the queues, volumes, staffing and service levels, and catching variances before they become headaches
• Making intraday moves by actioning schedule changes, reshuffling resources, and managing breaks and offline time so everything stays on track
• Being the go-to, the first port of call when operations leaders need answers, fast
• Building dashboards that people actually use in Power BI, Tableau, and the kind of clean reporting that makes leaders look good in client meetings
• Spotting the patterns and turning them into ideas that make us better tomorrow than we were today

You will thrive here if you…

• Have hands-on experience in real-time management and reporting within a contact centre environment
• Know your way around Workforce Management systems and BI tools such as Power BI or Tableau
• Bring strong analytical instincts and a sharp eye for detail. You notice the small variance that becomes tomorrow's big problem
• Stay calm and clear-headed when the pressure is on. Service levels do not wait
• Communicate confidently and clearly, whether you are writing a report or standing next to an Operations Manager who needs an answer in 30 seconds
• Take a proactive, collaborative approach and back your teammates in

Why RCL Services

• Work for a trusted Australian business with a long-term Suva presence
• Join a growing team with genuine career pathways
• Get hands-on with the tech and data that drives a multi-site, multi-country operation
• Be part of a culture built on our promise to connect, engage, succeed, together

Ready to jump in?

If you have read this far and you are already thinking about which dashboard you would build first, we want to hear from you.

Apply now with your CV and a short cover letter telling us why this role is a fit. Suva-based applicants are strongly encouraged.