Operational Workforce Optimisation Strategist

2 days ago

Brisbane, Queensland, Australia ANZ Full time
About the Role

The Operational Workforce Optimisation Strategist plays a pivotal role in ensuring our contact centre capitalises on its scale through effective real-time management and load sharing across departments.

This position requires providing timely direction and advice to stakeholders, monitoring queues and staff adherence using real-time displays, and escalating risks to performance. Additionally, it involves monitoring and providing recommendations on people performance optimisation, flagging risks to performance, and coordinating responses to events and outages.

Responsibilities
  • Real-Time Queue Monitoring:
    • 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.
    • Accurately collate all activities on a real-time basis to ensure up-to-date intra-day forecasts and accuracy in shrinkage and availability calculations.
    • Makes 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.
  • Continues Improvement:
    • Identify 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, bringing 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 You'll Bring

To excel in this role, you will ideally bring strong experience in a variety of Workforce/Resource Planning roles, as well as experience in managing effective relationships with stakeholders across a complex organisation. Tertiary qualifications in an appropriate discipline are also desired.

We're looking for someone who is detail-oriented, able to work in a fast-paced environment, and has excellent communication skills. If you have most of these skills and a growth mindset, we'd love to hear from you.

Why Join Us?

At ANZ, you'll be part of an organisation where diverse backgrounds, perspectives, and life experiences are celebrated. We're committed to building a workplace that reflects the diversity of the communities we serve. Our employees enjoy flexible working arrangements, access to health and wellbeing services, and discounts on selected products and services.

We're not just about numbers – we're about making a difference in people's lives. As a member of our team, you'll have the resources and opportunities to take your career to the next level. So why wait? Apply now

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