Real-time Workforce Optimisation Analyst

This role is integral to ensuring the centre capitalises on its scale through successful real-time management and load sharing across departments. You will be providing real-time direction and advice to stakeholders, monitoring queues and staff adherence, and coordinating responses to events and outages. This is an opportunity to build a career with exceptional growth potential, within a culture of purpose and belonging.

• Key role in managing real-time operations in a Bank Contact Centre
• Opportunity for career growth and development
• Contribute to a culture of purpose and belonging

What you'll do:

As a Real-time Workforce Optimisation Analyst, your day will be filled with diverse tasks that are critical to the smooth operation of the Bank Contact Centre. You will monitor queues and staff adherence using real-time displays, escalating any risks to performance. Your excellent communication skills will be utilised as you provide real-time direction and advice to stakeholders. You will also coordinate responses to events and outages, ensuring minimal disruption to services. Your analytical skills will come into play as you make recommendations for people performance optimisation, flagging any risks to performance. Additionally, you will contribute to managing the Event Plan, supporting an optimised end-to-end customer experience.

• Monitor queues and staff adherence using real-time displays
• Provide real-time direction and advice to stakeholders
• Coordinate response to events and outages
• Make recommendations for people performance optimisation
• Contribute to managing the Event Plan for an optimised end-to-end customer experience
• Undertake productivity and project implementation analysis as required

What you bring:

The ideal candidate for the Real-time Workforce Optimisation Analyst role brings a wealth of experience from various Workforce/Resource Planning roles. You have proven your ability to manage effective relationships with stakeholders across complex organisations. Your background includes experience in an analytical or Real Time role, where you've demonstrated your ability to make data-driven decisions. While tertiary qualifications in an appropriate discipline are desired, they are not mandatory. Above all else, you possess a growth mindset, always looking for opportunities to learn and improve.

• Strong experience in a variety of Workforce/Resource Planning roles
• Experience in management of effective relationships with stakeholders across a complex organisation
• Experience in an analytical / Real Time role
• Tertiary qualifications in an appropriate discipline (desired)
• Growth mindset

What sets this company apart:

This company offers a unique opportunity for career growth within a culture of purpose and belonging. They value diversity and inclusivity, celebrating the different backgrounds, perspectives, and life experiences of their employees. They offer flexible working arrangements so that work can fit seamlessly into your life, along with access to health and wellbeing services and discounts on selected products and services. They are committed to building a workplace that reflects the diversity of the communities they serve, welcoming applications from everyone.

What's next:

Ready to take the next big step in your career? Apply today!