Wfm - Service Performance Analyst

Challenge yourself to work in our Workforce Management & Infrastructure Team
- Together we'll achieve objectives and goals that implement the optimisation of our operations
- Multiple permanent full-time roles based at our Mascot Campus

Today, we're busy planning for tomorrow. We look to the future to guide the way we innovate, helping us stay relevant and responsive in an unpredictable industry. We've always been pioneers, and we're proud to see that spirit in our people today. Our resilience has helped us through good and tough times, and it still drives us to keep pushing the challenging expectations today.

As the WFM Service Performance Analyst you will play an integral role in the management and support of our Enterprise Workforce Planning Cycle - Scheduling support & management, planning and real time execution for the Qantas Digital & Direct Contact Centres. You will work closely with the operational leadership and supporting all partner WFM Teams to drive these processes at the Enterprise level to achieve optimal customer and colleague experience outcomes. This includes the management and support of these processes through optimisation of the workforce across all relevant channels inclusive of but not limited to human assisted Voice, Digital & Back Office channels. Part of this role also provides the management and administrative function in support of the Contact Centres in the onboarding and offboarding of frontline teams, maintenance of skills and hierarchies across the contact centre tools such as IVR, Genesys, Khoros, Salesforce and Alvaria WFM, along with the management and support of our onshore payroll integration and process support functions.

You'll have
- 3-5 years of experience in workforce planning with a strong understanding of workforce planning fundamentals in a similar environment
- Experience with use of key Contact Centre operational tools such as Genesys Cloud, Khoros, Salesforce and Alvaria WFM
- Experienced in all aspects of workforce planning fundamentals of the contact centre
- Highly developed strategic, lateral thinking and problem-solving skills
- Excellent verbal and written communication skills
- Advanced skills in Microsoft Office (specifically Microsoft Excel), as well an ability to source and interpret data via various reporting methodologies and tools such as Power BI
- Proven ability to make decisions within a dynamic multi-channel real time operational environment
- Demonstrated high level of professionalism and integrity balancing the interests of the customer, front line teams and management
- Strong interpersonal skills and proven negotiation & communication skills at all levels within the company including staff, staff delegates and management
- Demonstrated ability to use complex software programs and adapt to new IT systems
- Ability to maintain complex frameworks including trend analysis for addressing new /varied business opportunities
- Highly motivated with the ability to achieve outcomes without supervision
- Why Qantas?_
- You'll_
- join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully._
- There are many different opportunities across our team, which means _
- you'll_
- be able to grow both personally and professionally at Qantas. Your development is a priority for us - so that you can _
- maintain_
- the _
- high standards_
- our customers have come to expect and can continue to develop over time. _
- You'll_
- be supported from day 1 with _
- on the job_
- training and coaching as well as our formal training opportunities. While you may start in this role, _
- we've_
- got a great _
- track record_
- of supporting our people to take their career in so many different directions, the destinations are endless._
- The Qantas employee benefits program offers amazing benefits that extend well beyond travel._
- We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.
- We have flexible leave options: Make use of leave and flexible working opportunities including 14 weeks paid parental leave and the option to purchase additional paid leave for eligible employees.
- We'll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships.
- We'll support your wellbeing: Whether it's learning to better support your own and others' mental health, our interactive wellbeing app or your very own tailored nutrition plan.
- Qantas is an equal opportunity employer committed to _
- providing_
- a working environment that embraces and values diversity and inclusion.