Senior Workforce Analyst Bendigo and Adelaide Bank, Sydney, Australia
About the role
Based at any of our head office locations, the Senior Workforce Analyst reports into the Senior Manager Workforce Management and will form a key influence in the Operational Excellence Function that focuses on capacity planning, process efficiency and compliance, customer experience enhancements, financial returns for the enterprise, and improving the employee experience.
The Operational Excellence team also provides insights to enable leaders to manage their capacity in line with workload requirements, review standard work practices, and take a future view on supply and demand across the enterprise.
You will work with stakeholders across the bank to ensure that workforce data will be provided to support both tactical and long-term decisions relating to the workforce of the Bank.
The role supports the Senior Manager Workforce Planning in effectively implementing workforce planning strategies and change, undertaking scenario modeling, developing prediction techniques, and ensuring alignment with enterprise forecasting processes.
This is a permanent, full-time opportunity with a hybrid working model.
This role will require flexible working hours to meet business needs and interstate travel as required.
About you
To be successful in this role you will have:
Previous experience as a Senior Workforce Analyst preferably in a contact centre environment or banking (2-3 years).
Ability to forecast (short & long-term) business demand & FTE requirements across an omni-channel contact centre and a strong understanding of different forecasting methodologies.
Strong commercial acumen and understanding of budgets and cost benefit analysis.
Strong understanding of contact centre metrics and how they impact and influence customer and commercial outcomes.
Ability to distil complex data into actionable insights and able to tell the story to senior executives succinctly.
Advanced knowledge of Excel and must have experience with PowerBI and visualization tools.
Able to work in a fast-paced environment and proven experience in managing competing priorities.
Strong attention to detail and must be able to work with complex datasets.
Strong stakeholder management and able to effectively challenge the status quo.
Experience working with change and transformation and able to influence stakeholders.
Able to demonstrate initiative and a solution-focused mindset.
Able to demonstrate resilience and high-level of emotional intelligence.
Knowledge of scheduling and rostering principles in an omni-channel workforce.
Identify process improvement opportunities for rostering, forecasting and root cause analysis on scheduling and forecast variances.
Previous experience using Active Ops or Workforce Management systems.
Previous experience using Amazon Connect (preferred).
How to apply
If you are interested in this opportunity, please apply online with your CV and cover letter.
For a confidential discussion about what this opportunity can mean for you, please contact Crystal McNabb on
Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now!
All internal candidates are required to notify their leader when applying for a new career opportunity and will be asked to acknowledge they have done so upon submission of their application.
Please contact the Recruitment Advisor managing this vacancy for a confidential discussion if there are any concerns meeting this requirement during the application process.
At Bendigo and Adelaide Bank we believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business.
We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process.
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