Senior Workforce Analyst
3 weeks ago
Bendigo and Adelaide Bank is seeking a highly skilled Senior Workforce Analyst to join our Operational Enablement team. As a key member of the team, you will play a critical role in supporting process efficiency and compliance, customer experience enhancements, financial returns for the enterprise, and improving the employee experience.
Key Responsibilities- Provide deeper insights to our workforce capacity to respond to our work volumes across multiple functions and media.
- 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.
- 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.
- Support the Manager Workforce Planning in effectively implementing workforce planning strategies and change, undertaking scenario modelling, developing prediction techniques, and ensuring alignment with enterprise forecasting processes.
To be successful in this role, you will have:
- Previous experience as a senior workforce analyst preferably in a contact centre environment (2-3 years).
- 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.
- Ability to forecast (short & long-term) business demand & FTE requirements and strong understanding of different forecasting methodologies.
- Ability to demonstrate a high level of resilience and social awareness when partnering across the business with stakeholders.
- Strong understanding of contact centre metrics and how they impact/influence customer and commercial outcomes.
- Previous experience using ActiveOps or WFM systems.
- Advanced knowledge of excel and previous experience with PowerBi highly desirable.
- Previous experience in developing reporting standards for senior management.
- Deep knowledge of data analytics and able to translate complex data into actionable insights.
- Knowledge of scheduling and rostering principles in a sizeable workforce.
- Understanding of Real-time processes and accountability.
- Knowledge of KPI and benefits reports.
- Identify process improvement opportunities for rostering, forecasting, and root cause analysis on scheduling and forecast variances.
- Contribute to efficiency gains in Workforce Planning through active participation and leadership of functional initiatives.
- Develop seamless processes to make it easy and timely for Senior Leaders and other stakeholders to be informed of workforce trends and analytics.
Bendigo and Adelaide Bank offers flexible work options that put our people first and a hybrid model of minimum x2 days in a local Head Office p/week. This role is a full-time, permanent position based at any of our head office locations.
We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury, or disability to equitably participate in the selection process.
We offer a range of benefits, including ongoing development opportunities, flexible work arrangements, and a comprehensive employee assistance program. We are committed to creating a workplace that is inclusive, respectful, and supportive of all employees.
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