Workforce Management Analyst

Worker Type:

Here at BNZ, it's about more than just banking. We work together in an agile, energising environment to create innovative solutions though our promise "If you can imagine a better future, let's find a way."

We support wellbeing, flexible working and have a generous leave offering. No two days are the same.

Mō te Tūranga | About the Role

This role is vital in helping us to build a world-class RealTime team for BNZ. Our Real Time Team is responsible for monitoring our inbound queues, our resourcing and our workload on a real-time basis for our Customer Connection Hubs. We make sure we have the right bankers in the right place at the right time, with intraday adjustments to deliver excellence for customers across Aotearoa.  

You'll optimize service and consistency of results to ensure efficient use of our staffing resources balanced with outstanding service for customers. 

We spoke with the Workforce Management Lead that you'll report to, and they gave some great insight on what to expect with this role:

What are the key day to day tasks the person in this role will complete?

• Manage our queues, ensuring we have the right number of bankers available for our customers at the right times.  This includes balancing calls across queues, managing different call priorities and flexing bankers intraday to meet customer demand. 

• Develop knowledge of call routing and maintain it to ensure proper utilization of call distribution.

• Maintain a strong relationship with the operational Team Leaders and collaborate with our teams to ensure they understand the various WFM metrics and staffing requirements.

• Spot trends and issues through analysis, to support operational decisions 
  Provide regular reporting to stakeholders about queue performance 

What do we want you to know before you apply? 

This role requires flexibility to work various shifts. This is a 12 month fixed-term opportunity working full-time (37.5 hours per week) and schedules include evening and/or weekend shifts with some rotating weeks/days within the month.  
 

What attributes will this person have in order to be successful?

• Strong knowledge about Workforce Management and Contact Centre disciplines. 

• Ability to effectively manage and prioritize your workload, including multiple requests from the leadership teams 

• A strong analytical mind, with the ability to think outside the box and offer effective solutions. 

• Demonstrated agility in a fast-paced environment  

• A strong understanding for how BCAP works in our call center environment. 

• What will success look like for the candidate in this role?

• Supporting the effective operating rhythms across our RealTime functions, making a positive impact on our customers and colleagues. 

What is the team culture and environment like?
You'll be part of a close-knit team with fantastic culture, we're hard working and we like to have. I lead by example with a customer focused approach.  
 

Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand

This is an exciting opportunity to join us  We're bold thinkers who are taking brave steps to create a company that people want to work for, and customers want to bank with. If you're ready to join a fun organisation where we are proud of our culture and how we are helping New Zealander's to 'Find their way', then show your interest by submitting your application - we can't wait to read it. 

Ehara taku toa i te toa takitahi, engari he toa takitini" - Success is not the work of an individual, but the work of many."

Applications will be reviewed regularly across the advertising period, but we do reserve the right to close applications early.