Job Title: Workforce Planning Analyst - Suncorp Bank Department: SB Service Delivery
Division: Suncorp Bank
Location: Brisbane
About Us At Suncorp Bank you can build a career with exceptional growth potential, within a culture of purpose and belonging. As part of the ANZ Group, when you apply to join Suncorp Bank, you'll be directed to ANZ systems and receive correspondence and notifications from ANZ as part of the recruitment process.
About the Role The Workforce Planning Analyst plays a critical part in ensuring the efficient planning and running of the Bank Contact Centre. You will:
Deliver analysis, recommendations, and optimised resourcing plans. Foster the delivery of agreed service levels, whilst balancing cost, customer, and people outcomes. Use best practice workforce management principles to ensure effective planning. What will your day look like? As a Workforce Planning Analyst, you will:
Planning and forecasting:
Use best practice workforce management principles, create accurate workload, service level and FTE requirements through considered forecasts on a monthly, weekly, daily and intraday level. Demonstrate a thorough understanding of the forecasting and planning principles and apply the latest methodologies relevant to contact centre operation and workforce management. Accurately and efficiently forecast ongoing long and short-term customer call demand and resource requirements using historical and seasonal forecasting methodologies, considering: attrition, initiatives, capacity and budget considerations. Provide scenario modelling for any future initiatives and detailed analysis back to the business including risks and recommendations. Identify areas for improvement in planning practices; collate and share feedback to continuously improve the planning process. Actively promote and educate all contact centre roles about workforce management practises. Supporting Stakeholders to manage FTE and Operating budgets by providing recommendations and creating FTE solutions that deliver within budget. Conduct analysis of impacts, e.g. queue structures and results, recognise business trends, and identify key areas requiring attention. Work collaboratively with Business Leaders across Suncorp Bank to deliver excellence in customer service and operations as a trusted advisor for our stakeholders. Collaborate with stakeholders to identify suitable inputs to include/exclude in all forecasts and models and seek appropriate sign off. Manage risks in relation to accuracy and timeliness of service delivery, and highlights risks to stakeholders of any analysis undertaken. What will you bring? To grow and be successful in this role, you will ideally bring the following:
Tertiary qualifications in an appropriate discipline Desired Demonstrated experience in management of effective relationships with stakeholders. Strong experience in a variety of Workforce Management roles. You're not expected to have 100% of these skills. We value a growth mindset, so if you have most of these things in your toolbox, we'd love to hear from you.
So why join us? From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.
But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.
We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.
At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.
Job Posting End Date #J-18808-Ljbffr