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Workforce PlannerDepartment: National Business Centre
Division: Australia Commercial
Location: Docklands
About UsAt ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About the RoleThe Workforce Planner (Forecasting & Scheduling) role for contact centres assists with the design of a robust framework for forecasting that will be implemented by the various lines of business supported, to ensure effective decisions can be made, to improve service delivery performance for our customers by driving strategic operations management and control capability, underpinned by effective longer-term planning, analytics, and contingency planning.
Role Location: 833 Collins Street, Docklands VIC 3008Role Type: PermanentWork Schedule: Full Time
What will your day look like?This role is accountable for:
Forecast and schedule for businesses with an Inbound/ outbound/ cases workload.Ensuring the defined principles, tools, templates and practices significantly uplift our standards around controlling our operation on an intra-day, day/week, week/month, month/quarter and longer time horizons for inbound calls and back-office functions.Providing schedules for hybrid contact centres where required.Designing the toolset developed to be accessible to all levels of leadership from Team Leaders to Executives and driving proactive decision making around operational control.Providing logically structured inbound call forecasts and analysis using proper statistical methods; fit for purpose and reflecting the structure of the team(s).Providing ad-hoc analytics to manage change and continuous improvement.Providing insights and tools for decision making around long, medium, short term & intraday capacity and FTE decisions.Providing real-time admin support to contact centres.Coaching the leaders to better understand their forecasts and schedules effectively.Challenging the way things are done to identify ways to improve the value that existing processes deliver to the business.Helping with BCP by documenting internal & external processes for supporting Inbound contact centres.Building and maintaining dashboards for clear line of sight for business performance.Managing staff movements including creation, movement and deletion of agents from all WFM systems.What will you bring?To grow and be successful in this role, you will ideally bring the following:
Proven ability in undertaking complex analysis using sophisticated processes and evaluating outcomes.High level of competency of Excel and other data manipulation tools required.Excellent stakeholder management and engagement skills with an ability to develop & maintain meaningful professional relationships.Sound knowledge of contact centre (Inbound/ Outbound/ cases) forecasting, scheduling & reporting.Excellent problem-solving skills using data to support recommendations and escalations.Places a strong emphasis on accuracy and quality.Demonstrated capability in understanding and executing aspects of operational control, loading, scheduling and sequencing.Demonstrated experience in contact centre forecasting & planning with experience in using "NICE" and "Genesys".Deep knowledge of workforce planning and statistical forecasting techniques for inbound call centres.Understanding of Capacity Management methodology & practice.Knowledge and experience in working with SQL is highly preferred.You're not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, 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.
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.
At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. 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.
To find out more about working at ANZ, visit careers. You can apply for this role by visiting ANZ Careers and searching for reference number 80129.
Job Posting End Date #J-18808-Ljbffr