Real-time Workforce Optimisation Analyst

4 days ago

Brisbane, Australia ANZ Banking Group Full time

**Job Title**: Real-time Workforce Optimisation Analyst - Suncorp Bank
**Req ID**: 82634
**Department**: SB Service Delivery
**Division**: Suncorp Bank
**Location**: Brisbane
About Us
About the Role
The Real-time Workforce Optimisation Analyst plays a critical part in ensuring the Bank Contact Centre capitalises on its scale through successful real time management and load sharing across departments.
Provide Real Time direction and advice to stakeholders.
Monitor queues and staff adherence using real time displays, escalating risks to performance.
Monitor and provide recommendations on people performance optimisation, flagging risks to performance.
Coordination of and response to events and outages.
**Role Location**: 80 Ann Street, Brisbane QLD 4000
**Role Type**: Permanent, Full-time (37.5 hours/week)
**Note**: 2 available opportunities
What will your day look like?
**As a Real-time Workforce Optimisation Analyst, you will**:
**Real time queue monitoring**:
Support a dynamic flexible scalable workforce across contact centres, leveraging common infrastructure, telephony and footprint for scale advantage.
Coordinate real time off phone activity nationally. This includes recommending and scheduling blocks of time for outbound calls and other activities (e.g. coaching).
Accurately collate all activities on a real-time basis to ensure up to date intra-day forecasts and accuracy in shrinkage and availability calculations.
Make real time and future focussed recommendations for load balancing across Bank & Wealth to ensure scale is leveraged and results balanced across the network.
Provide leave backfill for Planning Analysts as required.
**Continues improvement**:
Identify trends and provide feedback and recommendations into the planning cycle.
Contribute to managing the Event Plan to respond and support an optimised end to end customer experience.
Explore data insights and Contact Centre best practice and bring recommendations for consideration.
Undertake productivity and project implementation analysis and scenario modelling as appropriate.
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Tertiary qualifications in an appropriate discipline Desired
Strong experience in a variety of Workforce/Resource Planning roles Mandatory
Experience in management of effective relationships with stakeholders across a complex organisation Mandatory.
Experience in an analytical / Real Time role Desired.
You're not expected to have 100% of these skills. We value a growth mindset, so if you have most of these things in your toolbox, we'd love to hear from you.
So why join us?
From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.
But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.
We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.
Job Posting End Date
12/12/2024, 11.59pm, (Melbourne Australia)

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