Address
Form of work Permanent Full Time opportunity
Be a Trusted advisor to the Senior Leadership on Workforce Planning
Execute the yearly resource plan, provide Workforce Planning insights, data and reporting analytics and all BCP/DR activities as required
See yourself in the team
Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world’s best systems and processes.
Customer Service Direct is at the heart of the Retail Bank and comprises of five frontline business units (Direct Banking, Direct Lending, Collections & Hardship, Recoveries & Vulnerability and Retail Resolutions Team), three business support teams, and three Crews. More than 3500 staff have over 120,000 customer conversations each day, from helping with their products and accounts, to buying a car or new home, through to vulnerable customers who may also be experiencing hardship. The Workforce Optimisation team is responsible for multiple disciplines including Strategy and budget, Workforce analytics, and Workforce planning change delivery & optimisation.
Do work that matters
Reporting to the Executive Manager Workforce Planning, you will manage and lead a team of Workforce planning and optimization managers in support of the CSDs, specifically focusing on leading the delivery of Managing delivery of the long term Workforce Plan inclusive of shrinkage and production planning times.
More specifically you will
Be the central point for all change into Customer Service Direct which has workforce planning impacts/implications
Be Responsible for management and reconciliation FTE plan including yearly submissions and entry into wave
Making decisions and recommendations in relation to any changes to the plan or risk mitigation to optimise Service Level outcomes
Work closely with Operational Teams inclusive of EM, CCM & TL’s in relation to Real Time Support & Delivery
Partner closely with the WFP Teams in making changes, adjustments or diversions from the plan
Manage & support the accuracy of our Genesys Call Routing platform to the strategic plan, inclusive of ensuring 100% skill assignment accuracy of the entire workforce
Responsible for the Real Time reporting & synopsis analysis of business performance
Manage all Dialler processes to ensure optimised successful operational controls
Identify, articulate and feedback improvement opportunities and trends into both the Operation Leadership and WFP teams
Assist with the process of Shrinkage management, providing business knowledge and analytical skills in support of desired shrinkage targets
Monitor and allocate resources appropriately on a long term planning basis according to forecast data and on the day changes
Recommend strategies for improved performance of contact centres and operational teams, and where required, drive the implementation of strategies
Contribute to strategic planning to ensure best practices are shared and used across the wider Workforce Management teams in CSD, inclusive of Continuous Improvement analysis and recommendations
Collaborate with the wider CSD team to ensure data validation occurs and a one team approach is adopted
Source and validate data by taking a critical lens, to identify tends and calling out any unexpected results or variances
Provide on day and next day performance synopsis reporting, providing key insights into any performance challenges and successes
We want to hear from you if you have
Experience in a busy, commercial, competitive Workforce Planning/Contact Centre environment
Ability to set & meet objectives and targets while working to deadlines and managing priorities
Proficiency in all MS Office software with advanced knowledge in Microsoft Excel
Advanced knowledge of Workforce Planning fundamentals (such as offered by COPC, Call Design, TCCS, ICMI or equivalent institutions) is desirable
Lean Six Sigma certification is advantageous, but a willingness to undertake relevant training is a mandatory requirement
Agile process delivery & mindset is advantageous, but a willingness to undertake relevant training is a mandatory requirement
Qualification in other contact centre data technologies, Aspect & Genesys product suites would be an advantage is advantageous
Risk Mindset –All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks
If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
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Advertising End Date: 12/12/2022
