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Workforce Planning and Optimization Manager

2 months ago

Melbourne, Victoria, Australia Australia and New Zealand Banking Group Limited Full time
About the Role

This is a key position within our organization, responsible for determining strategic workforce planning initiatives and optimizing our coaching workforce to ensure service level and efficiency goals are achieved.

Key Responsibilities
  • Demand Forecasting and Supply Management
  • Optimization of Customer Experience
  • Staff Placement and Workflow
  • Performance Management

The successful candidate will be responsible for establishing key performance indicators (KPIs) to measure the effectiveness of workforce planning initiatives, regularly monitoring and analyzing performance data to identify trends and areas for improvement.

Achieving workforce KPIs including occupancy, adherence to rosters, response times, shrinkage, and adjustments will be a key focus of this role.

Fostering a culture of data-driven decision making and consistently achieving service level performance by providing key partners with accurate, timely, and actionable insights to support both strategic and tactical plans will be essential.

Requirements
  • Strong leadership skills with the ability to motivate and inspire teams to achieve performance goals and deliver exceptional customer service
  • Strong experience in workforce planning and optimization or contact center operations, preferably focused on resource management and real-time operations preferably in the banking, telco, or financial services industry
  • In-depth understanding of digital banking operations, including knowledge of digital channels, payment systems, and online security protocols
  • Experience in implementing workforce planning programs and administering WFM platforms (Calabrio/NICE/Google)
  • Excellent communication skills with the ability to interact effectively with stakeholders at all levels, both internally and externally
  • Sound decision-making abilities with a strategic mindset and a track record of driving operational efficiency and process improvements
  • Bachelor's degree in Commerce, Human Resources, Operations, Finance, or a related field will be highly regarded

We're looking for a candidate with a growth mindset who is passionate about delivering exceptional customer service and driving operational efficiency.