Workforce Planning Analyst

**Why work for us**

We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.

Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our strong team of 600+ Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of payments and commerce for Australian businesses.

Take a look here what it's like to work at Tyro

**About the role**

Part of the Workforce Planning team, the Real Time Analyst is responsible for the real time management for our Customer Support team, through forecasting, scheduling and real time monitoring ensuring we have the resources with the right skills available to service our customers.

**What you'll do**:

- Real time monitoring at an intraday level ensuring insights on forecast deviations.
- Monitor call volumes and agent adherence to ensure appropriate resource allocation and availability to achieve desired performance outcomes.
- Manage schedules from four weeks out through to event day to ensure optimised schedules as well as review gaps in coverage and proactively suggest solutions to the leadership team.
- Schedule optimisation, ensuring all activities including leave are scheduled in line with staffing requirements, Award conditions and support employee engagement.
- Identifying opportunities for improvement in processes and performance
- Review and analyse performance against forecast and provide insights around forecast deviation.
- Uphold and contribute to Tyro's strong risk culture by complying with our policies, completing mandatory training and identifying and managing risks within your day-to-day work

**What you'll bring**:

- Excellent communication and interpersonal skills coupled with the ability to build collaborative relationships with a variety of stakeholders.
- Ability to make effective decisions with limited information and agility to respond to last minute changes (essential)
- Strong planning and organisational skills with high attention to detail (essential)
- A high level of numeracy and literacy skills
- Resilient with a can-do attitude.
- Contact Centre experience (desired)
- WFM experience in a multi-channel call centre environment (desired)
- Intermediate knowledge of Microsoft Excel (highly desirable)

**Perks & Benefits**
- We offer some amazing employee benefits such as a flexible working environment with a mix of in-office and remote working, learning & development opportunities for professional and personal development, 16 weeks paid primary carers leave, 12 weeks paid secondary carers leave, annual team based volunteer day, novated leasing, social events which includes multiple craft beer kegs (selection of beers carefully selected by our beer connoisseurs), wide selection of wine, variety of snacks and a ping pong table, selection of board and video games and many more

**Our Story**
- Launching in 2003, Tyro has grown to become Australia's largest EFTPOS provider of all ADIs outside the big four banks. With over 600 staff, $34 billion in transactions in FY22, we're much more than an EFTPOS provider - Tyro is an Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA). With **10 industry firsts** to market, Tyro is a leader in credit, debit and EFTPOS card acquiring, Medicare and private health fund claiming and rebating services to Australian businesses.

**Values**

**Wow the Customer**:

- We love our customers and we want them to love us too.

**Be Good**:

- We're open and transparent, and we do the right thing - even when nobody's watching or it's really hard.

**Commit to Greatness** - We think big, move fast and dare to be different. We're always asking "what's next?"

**Stay Hungry** - We ooze passion and determination and we play as a team to win.

**Win Together - **We are a united team. With growth mindsets and without ego, we embrace diversity to collaborate, innovate and accelerate.

**Privacy and Submitting your Application**
- Tyro does not accept unsolicited agency CV's. Please do not forward resumes to the team if you are not one of our listed preferred recruitment partners. Tyro is not responsible for any fees related to unsolicited resumes._

**_
We are a Circle Back Initiative Employer and commit to responding to every applicant._