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SalarySee yourself in the team:
Bankwest Resource Planning team is responsible for providing long and medium-term forecasts and scheduling for various customer interaction channels. We undertake data collection, data validation, modelling and analysis of calls and digital customer engagements to provide strategic recommendation and insights across 5 divisions of Bankwest.
Duties include the below, but are not limited to:
· Ensuring the accuracy of forecasts and delivery of planning.
· Develop and maintain medium to long term demand and supply forecasts across multiple time horizons in an omni-channel environment.
· Maintain and regularly review data and input for your forecast.
· Provide the business with periodic and ad-hoc forecasting insights.
· Collaborate with internal stakeholders to ensure forecast is in-sync to operational plan.
· Analyse and produce regular reports including assessments of forecasting accuracy and sources of variance.
· Support business KPI's, Service Levels and training targets
· Provide executive stakeholders with cost-benefit analysis, impact assessments, strategic insights & performance planning packs in relation to workforce management.
· Utilize workforce management software, Excel, PowerPoint, and related tools to optimise our forecast processes.
· Presentation of recommendations, options and scenario plans to executive stakeholders
· Identify areas for process improvement and bottlenecks to enhance customer experience.
· Identify and evaluate potential risks to forecast.
What’s in it for you:
· Competitive salary and benefits on offer.
· Hybrid flexible working environment.
About You
To be successful in this role you will have the following skills and experience:
· Previous experience as a Workforce Planning Forecast Analyst (desirable)
· A thorough understanding of Contact Centre's and Digital Workforce (Desirable)
Excellent presentational skills to various levels of stakeholder
· Strong analytical and problem-solving skills
· Excellent communication skills – written and verbal.
· Exceptional eye for detail and high sense of accuracy
· Highly developed negotiation and relationship building skills.
· Ability to adapt to a fast-paced and ever-changing environment.
· Understanding of financial services or related fields
Whether you're passionate about customer service, driven by data, or called by creativity, a career here is for you.
Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive, and flexible workplace. One where we're driven by our values, and supported to share ideas, initiatives, and energy. One where making a positive impact for customers, communities and each other is part of our every day.
Here, you'll thrive. You'll be supported when faced with challenges and empowered to tackle new opportunities. We really love working here, and we think you will too.
We're determined to make a real difference for Australia's first peoples. We encourage all interested applicants to apply. 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.
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through 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: 13/01/2024
