See yourself in the team Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world's best systems and processes.
The Workforce Management Team is responsible for supporting all aspects of Workforce Planning & Real Time Support for the channels within Direct Channels, this includes but is not limited to Contact Centres (Direct Banking, Direct Lending & Collection and Credit Solutions), across a number of existing and future channels.
We are open to candidates based in Sydney or Perth for this role.
Do work that matters Reporting to the Executive Manager Workforce Management, you will manage and lead the Workforce Planning & Real Time Support teams in support of the Direct Channels Customer Contact Channels, specifically focusing on workload and output, including quality assurance, across all the Workforce Planning & Real Time Support functions – Forecasting, Scheduling & Delivery, Budget & Capacity Planning & Real Time Process Support.
More specifically you will:
Lead the workforce planning function to support the Direct Channels customer facing teams in delivering an outstanding customer experience at all times. Manage, coach and develop the Workforce Planning team to meet and exceed KPI's around forecast variance, accurate reporting analysis, as well as engagement with the business. Provide thought leadership on workforce optimisation strategies to support the overall strategy. Develop innovative resource management solutions and drive their implementation through the use of effective communication and influencing techniques. Management of overall team responsibilities, workload and output, including quality assurance, across all the Workforce Planning functions – Forecasting, Scheduling & Delivery & Budget & Capacity Planning. Leverage and maximise technology (including identifying enhancements to existing technology) to drive improvements to the overall customer experience. Develop strategies for the WFP team to measure and manage shrinkage so that these activities contribute positively to overall business performance; including tracking and reporting. We want to hear from you if you have: Proven Resource Planning people leadership experience in a contact centre or operational environment, including the coaching and development of experienced planners and analysts. Experience in driving transformation within an operational environment. Experience with Messaging or other ASYNC methods. Demonstrated ability to develop valuable insights from large volumes of data, using analytics and problem-solving skills. Ability to effectively manage stakeholder relationships, and drive influence at a senior level. Current knowledge of systems such as LivePerson, Genesys, eWFM (Aspect), Verint (preferred). Knowledge of Workforce Planning fundamentals (such as offered by COPC, Call Design, TCCS, ICMI or equivalent institutions), Desirable.
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