Workforce Management Analyst

2 weeks ago

Brisbane, Queensland, Australia Equifax Australia Full time $60,000 - $120,000 per year

Fixed Term Contract - 12month

Work Location - Brisbane ONLY

Join the HRS Operations team to champion workforce optimization and operational excellence. In this role, you will work 7:30 am – 3:30 pm to oversee critical start-of-day scheduling, ensuring phone lines are fully operational and workforce capacity is balanced against service demands from the moment we open.

What you'll do

  • Manage start-of-day procedures to ensure schedules are in place and phone lines are adequately staffed from 7:30 am.
  • Analyze call volumes and time-of-day interval trends to develop monthly rosters that ensure comprehensive demand coverage.
  • Monitor fulfillment and email demand trends to ensure rostered processing time maintains Service Level Agreements (SLAs).
  • Manage real-time operations by assessing volume shortfalls, monitoring unplanned leave, and making immediate roster adjustments.
  • Develop, maintain, and enhance dashboards to oversee Operations Associate performance across productivity, adherence, and quality.
  • Produce daily business reporting and monthly insights on performance metrics for the leadership team.
  • Plan staggered break times to maximize service availability while tracking agent adherence to schedules.
  • Identify and highlight operational risks or resource shortfalls to leadership to prevent SLA breaches.
  • Conduct deep-dive analysis on key themes and support forecasting activities to drive business strategy.
  • Recommend process improvements and continuous improvement opportunities based on data trends and operational learnings.

What experience you need

  • Demonstrated experience in workforce planning, resource allocation, or operational rostering.
  • Minimum of 1-2 years' experience in workforce planning or operational rostering roles.
  • Intermediate to advanced proficiency in Microsoft Excel, Access, and Google Suite for data modeling and reporting.
  • Proficiency in Microsoft Excel with intermediate skills including pivot tables as a minimum requirement.
  • Proven ability to analyze complex data sets and translate them into clear business insights and dashboards.
  • Experience with real-time monitoring of operational volumes and executing immediate coverage adjustments.
  • Strong capability in lateral thinking to identify the downstream impacts of proposed operational changes.
  • A track record of working autonomously with high discipline in a governance-focused environment.
  • Experience prioritizing conflicting responsibilities in a fast-paced setting.
  • Australian work rights are required for this position.

What could set you apart

  • Previous experience working specifically within call center operations.
  • A degree in Business or Project Management.
  • Practical experience applying project management skills to operational initiatives.
  • Background in designing business intelligence metrics from scratch.
  • A willingness to drive AI usage, not just for personal productivity, but to transform how we work.

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