Workforce Analyst

Working at Transurban is different; it’s a place where you can see the benefits of your work play out in real life, every day. We create city-sized solutions building and operating safer, smarter, and more sustainable roads to solve pressing transport challenges that are slowing cities down.

About the role

We’re seeking Workforce Analyst who will be responsible for supporting workforce management practices within the Customer Service function, ensuring the achievement of customer metrics by teams both onshore and offshore.

You’ll join a team that applies best practice workforce management principles to enhance the productivity and efficiency of our customer-facing teams.

As our Workforce Analyst, you’ll contribute to lasting and positive changes that shape the future of our cities and communities. It’s meaningful, challenging and exciting work.

Day-to-day, you will:
- Validate and ensure forecasting, scheduling, and rosters are delivered accurately- Identify and implement immediate and medium-term contingency plans to control customer contact wait times-
- Help identify and support continuous improvement initiatives to increase productivity- Provide insights and recommendations related to operational performance- Develop and maintain an understanding of reporting, real-time and rostering activities

This role will suit someone with a curious mind and transferrable skills and experiences, including:
- Minimum 5 years’ experience in a workforce management role, with strong experience in disciplines including forecasting, scheduling, rosters, and real-time management- Experience in working with an outsourced contact centre environment and ability to influence vendor outcomes and deliverables- Strong analytical skills, including the ability to analyse and interpret statistics and use data to tell a story- Robust analytical and problem-solving skills, attention to detail, and proficiency in Microsoft Excel- Experience with Tableau

This role will suit someone with a curious mind and transferrable skills and experiences, including:
With a career at Transurban, you’ll enjoy a range of benefits, including:
- A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year- 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well- Learning and development opportunities to support your career interests- Health and wellbeing support—access to Headspace and our EAP program, wellness facilities, and more- Share offers and insurance benefits- Social activities, community give-back programs and paid volunteer days

We offer a range of flexible working and leave options, so you can balance your work and life commitments and interests. Have a conversation with us about how this could work for you.

We embrace diversity with a foundation of safety, wellbeing and inclusion; where everyone belongs. We treat everyone with fairness, consideration and respect, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio-economic background, perspective, and experience - whether they work for us or not. We want to ensure everyone feels comfortable and safe to express ideas, questions and concerns.

If you require any adjustments or support during the recruitment process, please contact us on


Job Type:
Permanent

Closing Date:
27-Sept-2024 0:00

Please note: The closing date reflects the time zone of the Primary Location for this job posting.

Primary Location:
Melbourne CBD & Inner Suburbs Melbourne VIC