Real Time Analyst

The opportunity

NZ Transport Agency Waka Kotahi is seeking a Real Time Analyst to keep customer service operations running efficiently as they happen. This role focuses on monitoring live performance, managing workflow across customer channels, and making sure service targets are met within the Customer and Services group. You will help balance workforce capacity, provide operational insight, and support the delivery of prompt, high-quality service.

What you will do

• Oversee customer channels in real time so service expectations and response standards are met.
• Update and fine-tune rosters to improve coverage across the team.
• Track attendance and compliance with schedules, and raise concerns when needed.
• Create both live and historical reports to support decisions and planning.
• Assist with technical issues and maintain working knowledge of the systems used by Customer and Services.
• Partner with colleagues to streamline processes and improve efficiency.
• Spot risks and operational issues early and escalate them appropriately.

About you

You will enjoy working in a busy, changing environment and will bring a strong focus on detail, data, and customer outcomes. The role suits someone who communicates well, stays organised under pressure, and uses information to support sound operational decisions.

Skills and experience you will bring

• Clear communication and the ability to work with a wide range of stakeholders.
• Strong planning skills and the ability to stay effective when demands are high.
• Careful attention to detail and solid analytical thinking.
• Experience handling data, producing reports, and working across multiple systems, including Excel.
• A genuine customer-first mindset and commitment to timely service delivery.
• Ability to manage multiple priorities and meet challenging deadlines.

Additional requirements

You should also have knowledge of, or a willingness to build your understanding of, Te Ao Māori and Te Tiriti o Waitangi within a public sector setting.

About the organisation

The Customer and Services group delivers transactional products and services with a strong focus on operational excellence and customer experience. The team aims to make services simple, consistent, and effective for New Zealanders while supporting the wider land transport system through dependable customer interactions and continuous improvement.

What is offered

• A competitive salary and benefits package.
• Five weeks of annual leave for permanent employees.
• Income Protection insurance and Critical Illness insurance for permanent employees.
• The chance to work for a purpose-led organisation focused on connecting people, products, and places for a thriving Aotearoa.

Application information

Applications close on 9 July 2026. For more information, email careers@nzta.govt.nz. Applicants must have the legal right to live and work in New Zealand. The employer is committed to equal opportunity, diversity, and inclusion, and will provide recruitment support where needed. Shortlisting may begin while applications are being received, and the vacancy may be withdrawn early if required.