Workforce Planning Analyst

• You thrive working in a fast-paced environment

• You are an advocate of the importance of workforce management and productivity improvement within a business

• You are passionate about data and have high level of analytical and data intelligence

See yourself in the team

Chief Operations Office (COO) is responsible for servicing multiple brands within the Group internationally, delivering a highly flexible operations environment, outstanding customer experiences and better risk outcomes. This is achieved through end-to-end process management, use of innovative new technologies and a cross-skilled, capable workforce.

COO Strategic Workforce Planning team is responsible for long- and short-term forecasting, scheduling, real-time support, WFM system maintenance and Future Workforce. 

In this role

As a Workplace Planning Analyst, you will be enabling and empowering leaders to create a flexible workforce to keep up with the ever-changing needs and expectations of our customers. You will also source and transform data to help build and run a timely and accurate volume forecast.

You will execute all activities in support of real time management in the pursuit of optimising the customer experience such as exception management processes, management support of no-call no-show and tardy process, as well as concierge processes relating to unplanned absenteeism to ensure the daily plan is 100% accurate as possible at all times.

You will be delivering actionable insights to contribute to the optimisation of our workforces, our customers’ experience and enable business leaders to make data-driven decisions.

Other responsibilities will include

• Execute the daily resource plan, collaborate with the wider Workforce Planning team and business partner teams to ensure it is fit for purpose across all supported channels such as inbound, outbound, chat, email, and back-office or case management functions

• Assist with the process of Shrinkage management, providing business knowledge and analytical skills in support of achieving desired shrinkage targets

• Ensure that all risks associated with changes are mitigated and executed appropriately on the day

• Act as a trusted advisor and help to address and solve for key business problems

• Identify opportunities to improve own capabilities and demonstrate creativity and ingenuity when tackling complex problems

• Source and validate data by taking a critical lens, to identify trends and calling out any unexpected results or variances

• Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions, and decisions we expect from our people

We’re interested in hearing from people who have

• Demonstrable experience in a fast-paced Work Force Planning /Contact Centre environment dealing and supporting senior stakeholders is advantageous

• Ability to set & meet objectives and targets while working to deadlines and managing priorities

• High attention to detail and accurate execution of tasks

• Strong written and verbal communication skills with proven stakeholder management experience

• Relevant tertiary qualification in computer science, statistics, mathematics, Workforce Planning or related disciplines

• Possess knowledge of Financial Services industry and/or Banking Operations is highly regarded

If this sounds like you then apply today!  
 

We support our people with the flexibility to balance where work is done with at least half your time each month connecting in our Sydney office. We also have many other flexible working options available including changing start and finish times, part-time arrangements and job share to name a few. Talk to us about how these arrangements might work for you.