Address
Form of work- You are a passionate advocate for workforce management, excelling in data analytics.
- We are a focused team delivering world-class results for stakeholders with high performance.
- Together, we deliver an exemplary experience for Bankwest, stakeholders, and the CBA Group
See yourself in the team.
The workforce optimisation team creates strategic operational plans for Bankwest, aiding critical resourcing decisions with medium-long term forecasting, enhancing performance through data-driven insights for contact, digital, and retail operations.
Do work that matters.
As a Workforce Planning Manager, you will lead a team of analysts in supporting contact centre teams with resourcing, planning, reporting, and guidance. Provide medium to long-term Workforce Planning for resourcing, budgeting, and productivity.
Manage E2E medium-term planning for all business lines within Bankwest's budget process. Collaborate to meet budgetary goals while delivering exceptional customer outcomes. Drive discussions for operational efficiencies and lead productivity initiatives in collaboration with Finance and business stakeholders, ensuring impactful outcomes and efficient resource allocation.
More specifically, you will
- Manage stakeholder relationships, establish and lead cadence to drive business outcomes while balancing people and engagement.
- Lead collaboration with Business, Delivery, Strategy, and Finance for Bankwest's annual budget, supporting end-of-month reconciliation and re-forecasting.
- Develop analytical models for change initiative impact forecasting, supporting Workforce Planning readiness to mitigate change effects.
- Collaborate with stakeholders to align forecasts with budgets.
- Use metrics and intelligence for tailored site-level recruitment planning, aligning with strategic site footprints, offering management tailored recommendations.
- Analyse volume trends for resource planning, mitigate service risks. Lead productivity initiatives for operational efficiencies, cost savings, and improved customer outcomes.
- Support Workforce Planning for assessing project impacts on business benefits.
We want to hear from you if you have the following skills or attributes.
- Contact Center Workforce Management Team experience.
- Skilled in Aspect or similar Workforce Management Software
- Achieves objectives, meets deadlines, manages priorities.
- Delivers exceptional service to customers.
- Solutions-oriented, positive attitude
- Desired: Understanding of provisioning, credit lifecycle
In addition to the above, you must proactively recognize, discuss, and mitigate current and future risks. Does this sound like you? Apply now.
We support our people with the flexibility to balance their work. Talk to us about what might be possible for this role.
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), 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: 13/03/2024
