Workforce Planning Senior Analyst

Workforce Planning Senior Analyst, Sydney, Top 4 Banks Your new company
One of the largest and most respected banks in Australia, serving a large proportion of the countries personal and small business customers. Based in Sydney, they are committed to delivering a seamless banking experience for the future, with market-leading products and services, supported by some of the world's best systems and processes.
Your new role
The Workforce Planning team is responsible for the complete forecasting, scheduling, real-time support and tracking responsibilities required by all existing and future channels to support a superior customer focus.
The Senior Analyst, Workforce Planning and Forecasting will be responsible for:
• Source and transform data to help build and run a timely and accurate volume forecast
• Deliver actionable insights to contribute to the optimisation of our workforces, our customers' experience and enable business leaders to make data-driven decisions.
• Enable and empower leaders to create a flexible workforce to keep up with the ever changing needs and expectations of our customers
• Use data and advance analytics technique to identify opportunity to innovate, optimise workforces and processes and continuously improve
• Embed Workforce Planning practices in the businesses we support and provide insights to enable data-driven decision-making.
• Act as a trusted advisor and help to address and solve for key business problems
• Influence business units to release and provide required information and data to support your work
• Lead the development of new analytical solutions and application of advanced techniques. Identify opportunities to improve own capabilities and demonstrate creativity and ingenuity when tackling complex problems.
• Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people
What you'll need to succeed

• Ideally, you will have experience in banking or a similar industry.
• Ideally, you will also have exposure to Contact Centre or Customer Service Workforce Planning.
• Experience in Workforce Planning, forecasting or scheduling in a contact centre environment.
• Intermediate MS Excel including Pivot Tables is essential
• Advanced knowledge of workforce management systems and tools, such as Aspect, Verint, Genesys, etc.
• Strong analytical and problem-solving skills, SQL would be a plus.

What you'll get in return
Work from home in our hybrid (50% in office) work model. Make an impact in the future of retail banking technology. Engage in a friendly, collaborative, and inclusive work environment. Embed or step up into a leadership role.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
#2840413