Senior Workforce Analyst
vor 2 Wochen
Analysis & Reporting (Banking & Financial Services)
Full time
Based at any of our head office locations, the Senior Workforce Analyst reports into the Senior Manager Workforce Management and will form a key influence in the Operational Enablement Function that focuses on supporting process efficiency and compliance, customer experience enhancements, financial returns for the enterprise and improving the employee experience.
The Operational Enablement team also provides insights to enable leaders to manage their capacity in line with workload requirements, review standard work-practices and take a future view on the management of the workforce.
You will provide deeper insights to our workforce capacity to respond to our work volumes across multiple functions and media.
You will work broadly across the Eeco to ensure that the Bank has employees with the right skills working at the right time to meet our customers' expectations and needs.
You will work with staff across the Operational Enablement to ensure that workforce data will be provided to support both tactical and long-term decisions relating to the workforce of the Bank.
The role supports the Manager Workforce Planning to effectively implement workforce planning strategies and change, undertake scenario modelling, develop prediction techniques and ensure alignment with enterprise forecasting processes.
About you
To be successful in this role you will have:
Previous experience as a senior workforce analyst preferably in a contact centre environment (2-3 years).
Knowledge of the Bank systems, processes and procedures is desirable.
Able to work in a fast-paced environment and proven experience in managing competing priorities.
Ability to forecast (short & long-term) business demand & FTE requirements and strong understanding of different forecasting methodologies.
Ability to demonstrate a high level of resilience and social awareness when partnering across the business with stakeholders.
Strong understanding of contact centre metrics and how they impact/influence customer and commercial outcomes.
Previous experience using ActiveOps or WFM systems.
Advanced knowledge of Excel and previous experience with PowerBi highly desirable.
Previous experience in developing reporting standards for senior management.
Deep knowledge of data analytics and able to translate complex data into actionable insights.
Knowledge of scheduling and rostering principles in a sizeable workforce.
Understanding of Real-time processes and accountability.
Knowledge of KPI and benefits reports.
Identify process improvement opportunities for rostering, forecasting and root cause analysis on scheduling and forecast variances.
Contribute to efficiency gains in Workforce Planning through active participation and leadership of functional initiatives.
Develop seamless processes to make it easy and timely for Senior Leaders and other stakeholders to be informed of workforce trends and analytics.
We offer flexible work options that put our people first and a hybrid model of minimum x2 days in a local Head Office per week.
This role is a full time, permanent , based at any of our head office locations.
With over 7,000 employees, we are Australia's fifth largest retail bank with a vision of our purpose – 'to feed into the prosperity of our customers and communities, not off it'.
We are one of Australia's most trusted brands and this isn't something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at
We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business.
We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process.
Our perks and benefits:
Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank.
We want you to be the best version of you, and to help you achieve that
We know the last few years have been rough, so we have partnered with Sonder as our EAP provider that is so much more than just one-on-one counselling.
At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.
Please note: Shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now
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