Workforce Planning

6 days ago

Hobart, Australia MyState Limited Full time

We’re seeking a Workforce Planning & Reporting Analyst to join our Contact Centre.

The key role of our Workforce Planning & Reporting Analyst is to support contact centre leadership in machining data driven decisions to ensure a superior customer experience in the most efficient and effective manner. This role owns the end to end forecasting and planning process for the contact centre, including volume forecasts, scheduling and optimisation activities.

The role will work closely with the Manager Contact Centre and Team Leaders in providing performance reporting and insights, as well as identifying new opportunities to improve performance in terms of customer outcomes, productivity, call reduction and quality.

**Our successful applicant will have**:

- Demonstrated advanced data analytics capability - with the ability to delve into detail but also summarise concise insights where required
- Excellent written and verbal communication skills, with confidence and competence to communicate at an executive level
- Advanced skillset in Microsoft Excel and PowerPoint
- Highly motivated with a focus on optimising performance outcomes
- Previous contact centre and workforce management experience desired, but not a deal breaker

**About us**

Oh hi We’re MyState. You might know us as Tasmania’s local bank, but our group also includes TPT Wealth. Now employing over 350 people and offering products and services all around Australia, MyState Limited is growing really quickly, both in and outside of Tassie. It’s a really exciting time to join our team.

We’re determined to do things in way they’ve never been done before, and make a real difference in the lives of our customers. We know we’re better when we’re in this together and only win when our people, customers and community win too.

Our strategy is bold and brave, and we’re growing really quickly. That means lots of failing, learning, and trying again. It takes energy and courage to chase the better every day. Does that sound like you? Could you be the next person we’re looking for?

We’re small enough to care (and really mean it), but big enough to make an impact.

The human way to bank, and the human place to work.

**Enough about us, what about you?**

You’re looking for an opportunity to learn, grow and find out what you’re really capable of in a really exciting, rapidly changing, human-focused business. You’re always looking for ways to do things differently, and you strive to create opportunities to make more things possible, not less.

Most of all, you believe in doing everything you can to help people achieve their dreams.

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