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Workforce Analyst

2 months ago

Melbourne, Victoria, Australia Transurban Full time
About the Role

We're seeking a Workforce Analyst to support workforce management practices within the Customer Service function, ensuring the achievement of customer metrics by teams both onshore and offshore.

This role will suit someone with a curious mind and transferrable skills and experiences, including:

  • Minimum 5 years' experience in a workforce management role, with strong experience in disciplines including forecasting, scheduling, rosters, and real-time management
  • Experience in working with an outsourced contact centre environment and ability to influence vendor outcomes and deliverables
  • Strong analytical skills, including the ability to analyse and interpret statistics and use data to tell a story
  • Robust analytical and problem-solving skills, attention to detail, and proficiency in Microsoft Excel
  • Experience with Tableau

As our Workforce Analyst, you'll contribute to lasting and positive changes that shape the future of our cities and communities. It's meaningful, challenging and exciting work.

Key Responsibilities:

  • Validate and ensure forecasting, scheduling, and rosters are delivered accurately
  • Identify and implement immediate and medium-term contingency plans to control customer contact wait times
  • Act as a subject matter expert in relevant projects, policy, and procedure changes
  • Help identify and support continuous improvement initiatives to increase productivity
  • Provide insights and recommendations related to operational performance
  • Develop and maintain an understanding of reporting, real-time and rostering activities

What We Offer:

  • A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year
  • 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well
  • Learning and development opportunities to support your career interests
  • Health and wellbeing support—access to Headspace and our EAP program, wellness facilities, and more
  • Share offers and insurance benefits
  • Social activities, community give-back programs and paid volunteer days

We're committed to creating a workplace that's inclusive and respectful of all employees, regardless of their background, culture, or identity. We encourage applications from candidates of diverse backgrounds and lived experiences, including Aboriginal and Torres Strait Islander people and people living with disability.

Primary Location: Melbourne CBD & Inner Suburbs Melbourne VIC