AddressAs our Reporting and insights Analyst you will bring your exceptional attention to detail and reporting experience to ensure we provide data and Insights to inform the business of demand and FTE across all channels in the contact centre and in line with our business and financial objectives. The role works broadly across the Bank to ensure we have employees with the right skills working at the right time to meet our customers' expectations and needs. There will be a key focus on data and reporting ensuring we focus on performance, productivity, customer experience and cost optimization.
You will play a key role in conducting analysis across a range of workforce activities and ensuring we provide insights to enable leaders to manage their capacity in line with workload requirements, review standard work-practices and take a future view of workforce requirements.
As our new Reporting and insights Analyst you will bring the following skills:
- Previous experience working as a workforce planner/reporting analyst preferably in a contact centre environment (2-3 years).
- Strong understanding of contact centre metrics and how they impact & influence customer and commercial outcomes.
- Ability to translate complex data into succinct and actionable insights to senior stakeholders.
- Strong understanding of Power BI - competent in DAX queries and functions.
- Knowledge of data storage such as SQL Server, skills including SQL objects development, performance tuning, data analysis and integration.
- Advanced knowledge of excel and able to distil data and Insights succinctly back to senior leaders.
- Previous experience using ActiveOps (desirable) or other Workforce Management systems.
- Able to work in a fast-paced environment and proven experience in managing competing priorities.
- Ability to demonstrate a high level of resilience and social awareness when partnering across the business with stakeholders.
Please note that flexible working hours will be needed to meet the needs of the seasonal business and there may be occasional interstate travel required.
We offer flexible work options that put our people first including a hybrid model with a minimum of x2 days in a local Head Office p/week
This role is a full time, permanent role, based at any of our Head Office locations
About Bendigo Bank
With over 7,000 employees, we are Australian's fifth largest retail bank with a vision our purpose - 'to feed into the prosperity of our customers and communities, not off it'. We are one of Australia's most trusted brands and this isn't something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at!
Find out more about us and our incredible history here: About us | Bendigo and Adelaide Bank (bendigoadelaide.com.au)
We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process.
Our perks and benefits:
Belong to a wonderful team of people. Know how we know they're great to work with? They told us! Great benefits, work life balance and flexibility
- Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that!
- We know the last few years have been rough, so we have partnered with Sonder as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.
So, what are you waiting for? Come and join the better big bank!
Still in two minds?
Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don't tick every box we still want to see your application!
Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now!
We don't want you to be missed, so please note that directly emailed CV's may not be picked up by the system and may risk being missed from the process.
We love the support recruitment agencies give businesses every day, however, we have got this. Our superstar recruiters will reach out to our fabulous panel if we need a helping hand.
Please note, all internal candidates are required to notify their immediate leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application.
Please contact theRecruiter forthis vacancy for a confidential discussion if there are any concerns meeting this requirement during the application process,or if you would like to discuss the position further.
RecruiterName: Crystal Mcnabb - Senior Talent Acquisition Advisor
Recruiter Email: **************@bendigoadelaide.com.au
For more information, check out the Application Process for Internal Candidates page.
