Analyst, Resource Planning

6 days ago

Melbourne, Australia NAB - National Australia Bank Full time

**Work type**: Permanent Full time
**Location**: VIC- Melbourne CBD
- **You’ll be supported to manage your career, work, and life**:

- **Make a genuine difference through the work you do**:

- **Work in a collaborative and inclusive team environment**

**It’s more than a career at NAB. It’s about more opportunity, more moments to make a difference and more focus on you.**

You make NAB. You get it done for our customers and our communities. You’re laying the foundations for NAB’s future success. Together we’ll grow, excel for our customers, and make this a workplace to be proud of.

It’s a good time to see what more you can find at NAB as an Analyst, Resource Planning.

**The role**

**Your opportunity**

NAB’s Contact Centre Performance team provide operational, analytical, and strategic support to Direct Consumer and Direct Business. They hold a range of specialised skills such as real-time monitoring, performance reporting and workforce management. Our goal is to enable our frontline Bankers and Leaders with the tools, support, and information they need to be able to give our customers an experience that turns them into advocates

**The role and Day-to-day will include**:

- Responsible for the management and control of workflow processes within the function, recommending/implementing changes as required and deploying resources to maximum advantage (matching staff to volume), in order to ensure optimal staffing levels and the most cost-effective use of resources.
- Develop productive working relationships with internal stakeholders serviced by the operational/support unit, ensuring the speedy resolution of any service issues through reporting staff or personally, as required.
- Manage end to end Resource Planning process to ensure that the business is utilising its people to optimal levels. This also included elements of reporting
- Recommend and effectively implement process improvements and provide ongoing insights to the business.

**What you will bring**:

- Ideally, a workforce planning background and past exposure to Aspect/eWFM.
- Experience in a contact centre environment including knowledge & understanding of metrics.
- Strong time management and attention to detail with the ability to communicate with influence.
- Excellent communication skills, with stakeholder management experience.

If you have the skills and drive that we are looking for, we would love to hear from you.

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

At NAB, we’re intent on building a culture we can all be proud of. One based on trust and respect. An uplifting environment where every single one of us feels appreciated and empowered to be our true, authentic selves. A diverse and inclusive workplace where our differences are celebrated, and our contributions are valued. It’s a huge part of what makes NAB such a special place to be.

**Join NAB**

Please note unsolicited CVs from agencies will not be accepted.

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