Workforce Planning and Reporting Analyst

6 days ago

Melbourne, Australia UniSuper Full time

**Newly created role working as a trusted advisor to deliver Business Intelligence solutions**:

- **Amazing opportunity to work in a team where your ideas are respected and heard**:

- **Personal development plan & performance incentive; plus additional time off over Christmas
**About US**
UniSuper is Australia’s best kept Superannuation secret. The $110B fund recently opened to the public and we need your help to spread the word about Australia’s hidden superannuation gem.

This is the fund for Australia’s best thinkers, creators and investigators who want to do the right thing to shape a better tomorrow. We come to work every day to ensure our members create a future worth retiring for that doesn’t cost the earth.

**The Opportunity**:
In this role you will help to drive contact centre performance, ensuring continuous efficiencies and improvements are upheld, in order to maintain a positive member and employee experience. You will analyse customers’ needs, develop, and deliver automated data and reporting solutions to meet those needs.
Your responsibilities will also include:

- Effectively manage Call & Resource related systems such as Genesys Cloud
- Co-ordinate the appropriate coding for all off-phone activities (training, meeting, coaching, e-learns and ad-hoc meetings)
- Manage key stakeholders within the division by communicating preferential rosters, future exceptions and releasing of schedules
- Analyse performance data around key operational metrics and make recommendations to improve call centre and channel performance
- Support the creation of documentation such as standard operating procedures, user guides and templates to enable more self-service reporting across UniSuper
- Accurately collect data and analyse for various types of business reports and ad-hoc user requests that provide insight into key data sets
- Communicate the results of data analysis in written and verbal form to heads of and managers

**About You**
You thrive on building relationships and making an impact across and organisation. Your analytical skills and keen focus on performance improvement initiatives will see you excel in this role.

In addition, your experience will also include:

- Extensive call centre experience in a planner or scheduler role
- Previous experience with Genesys Cloud CX or other contact centre solutions
- One to three years of experience as business analyst
- Experience using SQL and Microsoft Excel to create pivot tables, graphs, and charts an advantage
- Excellent critical thinking skills to help solve business problems and make decisions
- Experience with reporting and visualisation (either as a developer or a customer)
- Analytical skills that allow for the development of data-driven reports

**What US Offer**
We’re passionate about knowledge and sharing it amongst our members and our employees. We believe that a better future is ours to make. We take a long-term outlook and will invest in our employee’s development and training. With an open culture where all roles can flex you will also receive:

- A personal development plan and yearly funding to support your career goals
- Competitive salary with 17% super and highly achievable performance incentive
- Additional 3 days paid leave over the Christmas period - equating to 5 weeks leave
- Generous well-being program
- Paid volunteer days and flexible working options
- Hybrid opportunity allowing you to build collaborative relationships with your colleagues in office 60% of the week

**Think Great. Create Great.

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