Analyst, Workforce Optimisation

4 days ago

Melbourne, Australia NAB - National Australia Bank Full time

**Work type**: Permanent Full time
**Region**: VIC- Melbourne CBD

Support the Personal Banking Personal Direct Contact Centres through outstanding workforce management.
- **Ensure the best coverage of service for our customers by driving operational excellence via workforce management**:

- **Elevate your career at a top #2 employer on the 2024 LinkedIn Top Companies list to grow your career**:

- **Gain and refine skills around large scale workforce management and optimisation**

**In this Analyst, Workforce Optimisation role, you will**
- Support workforce planning, management and optimisation through a variety of tasks including joint inbox management, process requests, collate data and more.
- Oversee, manage and control workforce management processes to ensure maximum efficiency of workforce resources.
- Analyse and use data to provide informed guidance and decision making that is fit for purpose.
- Provide insights and guidance as an SME to shape large scale workforce impacts.
- Identify and proactively pursue opportunities for optimisation and continuous improvement.

**What you'll bring**:

- Outstanding communication both written and verbal, can confidently communicate with influence to negotiate, engage and leverage key stakeholders and partners.
- Strong stakeholder management skills, is relationship led to understand and manage business impacts/needs to achieve positive strategic outcomes.
- Proficiency in Excel required. Experience with eWFM, Aspect or similar workforce management systems highly regarded but not mandatory.
- Confident ability to independently be accountable, able to handle ambiguity appropriately whether by seeking clarification or working with the available information and your business knowledge.
- Good operational awareness, applies their understanding to identify opportunities for optimisation and continuous growth and actions it proactively.

**A diverse and inclusive workplace works better for everyone**

We know that our people make us who we are. That's why we have built a culture of equity and respect - where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs) we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected and celebrated. We are committed to providing an environment where you can work your way.

**Join NAB

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