Workforce Planner

About the role

Based at any of our head office locations, the Workforce Planner role contributes to part of a function that report into the Chief Operating Officer 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 Senior Manager Workforce Management effectively implement workforce planning strategies and change, undertake scenario modelling, develop prediction techniques and ensuring alignment with enterprise forecasting processes.

This is a fixed-term opportunity with a hybrid working model.

This role will require flexible working hours to meet business needs and interstate travel as required.

About you

**To be successful in this role you will have**:
Previous experience working as a workforce planner preferably in a contact centre environment (2-3 years).
Strong understanding of contact centre metrics and how they impact/influence customer and commercial outcomes.
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.
Understand how to balance the needs of staff as well as the business.
Ability to demonstrate a high level of resilience and social awareness when partnering across the business with stakeholders.
Previous experience using ActiveOps or WFM systems.
Knowledge of scheduling and rostering principles in a sizeable workforce.
Understanding of Real-time management processes and accountability.
Intermediate knowledge of Excel.
Understanding and being able to interpret Enterprise Bargaining Agreements.

How to apply

**Position Description**: