Workforce Management Specialist
vor 1 Monat
Full time
About us
Are you looking for a career with endless opportunities?
There's more to us than banking.
P&N Group is amongst the largest customer-owned banking organisations in Australia, represented by P&N Bank in Western Australia and BCU Bank in New South Wales and southeast Queensland.
Our purpose is to enrich the lives of our customers and their communities.
With over $8 billion in assets and a head office in Perth and corporate offices in Coffs Harbour and Brisbane, we service over 180,000 customers across Australia from all walks of life supported by over 600 employees in group services, retail banking, broker, and business banking roles.
We believe our culture is a real point of difference, and our values – Focus on Members, Improve & Learn and Trust & Collaborate – are fundamental to our ways of working.
We offer a collaborative and inclusive workplace where our people feel a strong sense of belonging, are recognised, invested in, cared for, and are part of something bigger.
As part of our ongoing strategic customer-centric transformation, we're focussed on making it even easier to bank with us for our customers of today and the future.
About the Role
Reporting to the Senior Manager, Contact Centre, this role will be responsible for ensuring optimal staffing levels to meet service level agreements (SLAs) and deliver exceptional customer service across multiple channels (Voice, Digital, F2F).
The ideal candidate will be highly organised, analytical and capable in workforce management to manage the scheduling and rostering for two contact centres and two branch networks across multiple time zones.
This role is critical in balancing operational efficiency with employee engagement and satisfaction.
This is a Permanent, Full-time opportunity, and can be based from either of our corporate office locations in Brisbane, Coffs Harbour or Perth.
This position will be eligible for hybrid working arrangements.
Role Responsibilities
Develop and maintain daily, weekly and monthly rosters for two contact centres and two branch networks, ensuring adequate staffing levels based on forecasted demand and business needs.
Utilise workforce management software and historical data to forecast staffing needs based on trends, peak periods, and business events.
Analyse call/contact patterns, branch traffic, and service trends to predict workforce requirements and provide actionable insights to management.
Monitor real-time workforce performance, ensuring adherence to schedules and adjusting for any variances.
Produce and present regular reports on staffing levels, service levels, and workforce efficiency to management and stakeholders.
Work closely with the contact centre and branch managers to ensure rosters align with operational requirements and service standards.
Communicate schedule changes, updates, and guidelines to staff members across all locations.
Identify inefficiencies in workforce allocation and recommend strategies for optimising staff utilisation and improving service delivery.
Implement best practices in workforce management, staying up to date with industry trends and technological advancements.
Ensure that all workforce management activities comply with organisational policies, employment regulations, and industry standards.
Maintain accurate records of attendance, shifts, and time-off requests, ensuring compliance with labour laws.
What will you bring?
Degree in Business, Data Analytics, Operations Management or related field.
Extensive experience in workforce management, preferably within the banking or financial services industry.
Strong proficiency in workforce management software (e.g., Genesys NICE, Verint).
Excellent analytical skills and the ability to interpret data to make informed decisions.
Strong communication and interpersonal skills, with the ability to collaborate effectively across teams.
Knowledge of labour laws and compliance standards relevant to workforce management.
Ability to work under pressure and meet tight deadlines in a fast-paced environment.
Experience in a customer service/contact centre environment.
Strong problem-solving and critical-thinking skills.
Ability to manage multiple tasks and priorities effectively.
Knowledge of banking operations and regulatory requirements.
What we can offer you
There's life at work, and life outside of work – and we understand that.
P&N Group is committed to creating a satisfying and fulfilling working environment, offering employee benefits and development opportunities that reward and help you perform to your potential and expand your experience and learning.
To help you live your best life through work, we offer an extensive range of employee benefits.
Work for a national multi-brand, customer-focused organisation.
Enjoy flexible work arrangements.
An incentive scheme for exceptional performance.
Be supported with leadership and professional development.
12 weeks paid parental leave for the primary care giver, and three weeks for the non-primary care giver.
Generous discounts on home loans, personal loans, insurance and other banking products and services.
Up to two weeks' additional purchased leave per year.
Two days' paid volunteer leave each year to use with a community partner of your choice.
An Employee Assistance Program.
At P&N Group, we want to leverage the numerous benefits and innovative gains that a diverse workforce brings, and especially the high engagement that comes from a culture built on belonging and inclusion.
We encourage people of all abilities, backgrounds, identities, ages and cultures to apply.
If you need assistance or require flexibility to be able to fully participate in the application process, please email us at
The closing date for applications is 29/11/2024.
(Please note that candidate screening and interviews may be completed prior to advertisement closure date.)
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