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Workforce Analyst

2 months ago

West Perth, Australia TSA Group Full time

Company Description

TSA is an Australian-owned business in the Outsourcing Industry helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands from across multiple call centres in Australia and the Philippines.

**Job Description**:
**What you need to know about the role**:

- This is a permanent full-time position based in our West Perth office
- ** Work Monday - Friday on a rotating roster from 7am - 7pm**

**How will you do it?**
- Predict and prepare for changes in production, budget, volume and staffing
- Produce highly accurate reports highlighting results across key business drivers, including trends
- Monitoring and revising workforce and business forecasts
- Recognise that workforce planning tasks focuses on outcomes from the planning process, more so than the process itself
- Assign campaigns per group/LOB
- Action staff changes, including team and employment status changes
- Create accurate rosters that meet the business needs
- Analysis of data and reporting to identify emerging trends and anomalies in order to add value to the end-to-end workforce management process

**Qualifications**:
**_
We're interested in hearing from people who possess:_**_ _**
- Experience in a busy, commercial, competitive WFP/Contact Centre environment
- Qualifications and/or experience in Genesys Pure Cloud, AWS and Power BI (preferred)
- Workforce Planning fundamentals
- Strong attention to detail, quality and accuracy
- Sound problem solving and analytical skills
- Ability to work well within a team environment and positively influence & motivate a high performing team
- Proven customer focus, both internal and external
- Intermediate to Advanced MS Excel usage

Additional Information
**Why work with TSA?**
- Our #TSAWays are what we are all about. Think of them as the vibe
- Join a company that promotes from within - work your way up and across the business
- Be apart of the driving success of our Government client
- Comprehensive training, with ongoing coaching and development
- A vibrant and rewarding recognition program - We love to celebrate our people
- We are proud of our fun, friendly and supportive team environment

**Want to know more? Check out our social media pages**:

- Instagram: tsa_group_

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