Workforce Optimisation Analyst

4 days ago

Sydney, Australia Commonwealth Bank Full time

**Do work that matters**
Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world’s best systems and processes.

**See yourself in our team**
As a Workforce Optimisation Analyst, you will join the Workforce Optimization Team. This team is responsible for supporting all aspects of Workforce Planning and Analytics for the channels within Direct Channels, this includes but is not limited to Contact Centres (Direct Banking, Direct Lending & Financial Assistance Solutions), across a number of existing and future channels

The Workforce Analytics team is responsible for ensuring the Direct Channels business has an appropriate long-term resource plan, feeding in inputs from cross-functional teams.

**Key Responsibilities**
- Support strategic forecasting of workload, including trends and impacts.
- Create and maintain accurate employee records utilising workforce planning tools.
- Identify risks through root cause analysis and escalate where required.
- Follow and maintain standard operating procedures.
- Manage daily scheduling of workforce in consultation with the business to maximise business performance.
- Deliver key workforce management information within business deadlines.
- Provide stakeholders with scheduling advice, impact assessments and performance planning resources.
- Schedule resources to support business key performance indicators, service levels and training targets
- Collaborate with wider team to deliver the ultimate experience to stakeholders and customers.

**We’re interested in hearing from people who**
- Display an ability to generate actionable value-add insights from complex data and work with large datasets.
- Knowledge in Verint is desirable.
- Understanding Genesys configuration is desirable.
- Knowledge of workforce planning fundamentals is desirable.
- Adept in data visualization of complex relationships (e.g. in Tableau).
- Excellent interpersonal and communication skills with good planning and organizational skills.
- Excellent stakeholder management skills with good problem solving and analytical ability.
- Proficient in all MS Office software with advanced Excel and PowerPoint skills.

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Advertising End Date: 11/11/2024

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