Workforce Scheduler

2 weeks ago

Brisbane, Australia ANZ Banking Group Full time

**Job Title**: Workforce Scheduler - Suncorp Bank
**Req ID**: 82631
**Department**: SB Service Delivery
**Division**: Suncorp Bank
**Location**: Brisbane
About Us
About the Role
The Workforce Scheduler plays a critical part in ensuring the Bank Contact Centre rosters are optimised effectively to meet customer demand. You will:
Ensure the right number of agents are available at the right times to meet customer demand while maximising productivity and minimising costs.
Administer changes to rosters for future weeks and ensures data quality, providing accurate and timely rosters within Enterprise Agreement timeframes.
**Role Location**: 80 Ann Street, Brisbane QLD 4000
**Role Type**: Permanent, Full-time (37.5 hours/week)
**Note**: 3 available opportunities
What will your day look like?
**As a Workforce Scheduler, you will**:
**Schedule development**:
Create and maintain weekly and monthly staff rosters that align with forecasted call volumes and service level targets.
Ensure optimal agent coverage during peak and off-peak hours to meet customer demand.
Complete scheduling requests for regular and one-off requests, liaising with stakeholders as required to ensure correct scheduling
Attend and provide input and commentary into weekly meeting content about staffing levels for the future weeks.
**Request Management**:
Process time-off requests (vacation, sick leave, etc.) in accordance with company policy and staffing needs, ensuring adequate coverage is maintained.
Communicate approved time-off requests to agents and adjust schedules accordingly.
Manage and respond to schedule change requests from agents, evaluating the impact on operational efficiency before approval.
Document and track all requests and changes for transparency and accountability.
Continuously assess scheduling practices and request management processes to identify areas for improvement.
Coordinate with HR and management to ensure compliance with labour regulations and company policies regarding scheduling.
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
Demonstrated experience in management of effective relationships with stakeholders.
Contact Centre exposure.
Experience in a Workforce Management role.
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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