Workforce Planner

**Workforce Planner - 40603**
- **Permanent Opportunity**:

- **Hybrid Working Model
- Currently 2 days Parramatta and WFH**:

- **Seeking an experience Workforce Planner to join our Financial Crime and Fraud Prevention team
**How will I Help?**

As a Workforce Planner you will be responsible for managing Financial Crime and Fraud Prevention (FCFP) pipeline of activities and the supply of resources to meet the demand. You will ensure appropriate allocation of resources and use data to accurately forecast business needs assisting operations leaders with understanding business impacts relating to resourcing and demand.

You will drive operational excellence through the production of reliable demand forecasts, drive resource optimisation across the business by closely collaborating with the operations teams and effectively using data to predict current and future needs of the business.

**What’s in it for me?**

You’ll play a significant part of the future of a business that has been around for 200 years. Our purpose is creating better futures together. So, we’ll back you in the development of your career, internal career prospects, and flexible working. You’ll also keep learning to grown, backed by a fantastic team of people with a can-do, supportive structure. Whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers. This includes leave to organise adoptions, surrogacy, and foster care arrangements. And we continue to pay your super contributions while you take all the time you need to get your new family settled.

**What can you bring?**
- You will have 3-5 years experience in workforce/resource planning within a multi-channel contact centre environment. Experience within financial services highly regarded
- Excellent analytical, investigative, and problem-solving skills, including the ability to interpret data and identify evolving trends/issues are your strength areas
- Ability to build models and resource plans to support decision making
- An excellent collaborator who can communicate with stakeholders at various levels and work clearly and effectively in partnership to deliver outcomes
- You will have strong organisational skills with a meticulous attention to detail and ability to juggle numerous priorities
- Experience using workforce planning tools such as Verint, Aspect, NICE, Genesys required (forecasting, scheduling and configuration)
- Experience with contact centre telephony (Avaya preferred or other telephony systems like Genesys) to drive IVR technology and reporting/analytics
- Intermediate to advanced Microsoft Excel skills (i.e. pivot tables, vlookup/hlookup, index/match, macros)

**What is it like to work there?**

We aim to provide one big, supportive team of people who love helping others succeed. As an equal opportunity employer, we’re proud to have created a culture and work environment that values diversity and flexibility - and champions inclusion.

**How do I Apply?**

Start here. Just click on the **APPLY **button.
- The health and wellbeing of our employees is our top priority. We’ve developed clear standards to ensure our people are confident, safe and healthy whether they’re working from a Westpac Group site or working from home. These are based on expert medical advice and Safe Work Australia guidelines. _**_Do you need reasonable adjustments during the recruitment process? _**
- At Westpac we are committed to providing a supportive culture and creating inclusive and accessible workplaces, branches, products and services for our customers, employees, and community. _

**Please note shortlisting and interviews may take place prior to the advertised closing date.