Real-Time Workforce Optimisation Analyst
vor 1 Monat
Select how often (in days) to receive an alert:Department: SB Service DeliveryDivision: Suncorp BankLocation: BrisbaneAbout 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 Real-time Workforce Optimisation Analyst plays a critical part in ensuring the Bank Contact Centre capitalises on its scale through successful real-time management and load sharing across departments.Key ResponsibilitiesProvide Real Time direction and advice to stakeholders.Monitor queues and staff adherence using real-time displays, escalating risks to performance.Monitor and provide recommendations on people performance optimisation, flagging risks to performance.Coordinate and respond to events and outages.Role Location: 80 Ann Street, Brisbane QLD 4000Role Type: Permanent, Full-time (37.5 hours/week)What will your day look like?As a Real-time Workforce Optimisation Analyst, you will:Support a dynamic flexible scalable workforce across contact centres, leveraging common infrastructure, telephony and footprint for scale advantage.Coordinate real-time off-phone activity nationally, recommending and scheduling blocks of time for outbound calls and other activities (e.g., coaching).Accurately collate all activities on a real-time basis to ensure up-to-date intra-day forecasts and accuracy in shrinkage and availability calculations.Make real-time and future-focused recommendations for load balancing across Bank & Wealth to ensure scale is leveraged and results balanced across the network.Provide leave backfill for Planning Analysts as required.Continuous ImprovementIdentify trends and provide feedback and recommendations into the planning cycle.Contribute to managing the Event Plan to respond and support an optimised end-to-end customer experience.Explore data insights and Contact Centre best practices and bring recommendations for consideration.Undertake productivity and project implementation analysis and scenario modelling as appropriate.Ensure consistency of process and workforce solutions offering through development, application and continuous improvement of standardised and efficient processes and templates.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)Strong experience in a variety of Workforce/Resource Planning roles (Mandatory)Experience in management of effective relationships with stakeholders across a complex organisation (Mandatory)Experience in an analytical/Real Time role (Desired)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 82634.Job Posting End Date#J-18808-Ljbffr
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