Workforce Scheduler
vor 1 Tag
Department: SB Service Delivery
Division: Suncorp Bank
Location: Brisbane
About UsAt Suncorp Bank you can build a career with exceptional growth potential, within a culture of purpose and belonging.
As part of the ANZ Group, when you apply to join Suncorp Bank, you'll be directed to ANZ systems and receive correspondence and notifications from ANZ as part of the recruitment process.
About the RoleThe Workforce Scheduler plays a critical part in ensuring the Bank Contact Centre rosters are optimised effectively to meet customer demand.
You will:
Ensure the right number of agents are available at the right times to meet customer demand while maximising productivity and minimising costs.Administer changes to rosters for future weeks and ensure data quality, providing accurate and timely rosters within Enterprise Agreement timeframes.Role Location: 80 Ann Street, Brisbane QLD 4000Role Type: Permanent, Full-time (37.5 hours/week)
What will your day look like?As a Workforce Scheduler, you will:
Create and maintain weekly and monthly staff rosters that align with forecasted call volumes and service level targets.Ensure optimal agent coverage during peak and off-peak hours to meet customer demand.Complete scheduling requests for regular and one-off requests, liaising with stakeholders as required to ensure correct scheduling.Attend and provide input and commentary into weekly meeting content about staffing levels for the future weeks.Request Management:Process time-off requests (vacation, sick leave, etc.)
in accordance with company policy and staffing needs, ensuring adequate coverage is maintained.Communicate approved time-off requests to agents and adjust schedules accordingly.Manage and respond to schedule change requests from agents, evaluating the impact on operational efficiency before approval.Document and track all requests and changes for transparency and accountability.Continuously assess scheduling practices and request management processes to identify areas for improvement.Coordinate with HR and management to ensure compliance with labour regulations and company policies regarding scheduling.What will you bring?To grow and be successful in this role, you will ideally bring the following:
Tertiary qualifications in an appropriate discipline (Desired).Demonstrated experience in management of effective relationships with stakeholders.Experience in a Workforce Management role.You're not expected to have 100% of these skills.
We value a growth mindset, so if you have most of these things in your toolbox, we'd love to hear from you.
So why join us?From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.
But it's not just our customers who'll feel your impact.
You'll feel it too.
Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.
We're a diverse bunch at ANZ in different roles, different locations, doing different things.
That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'.
We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.
At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated.
That's because we're committed to building a workplace that reflects the diversity of the communities we serve.
We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself.
If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.
To find out more about working at ANZ, visit careers.
You can apply for this role by visiting ANZ Careers and searching for reference number 82631.
Job Posting End Date #J-18808-Ljbffr
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