Req ID: 80129
Department: National Business Centre
Division: Australia Commercial
Location: Docklands
About Us

At 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 Role

The Workforce Planner (Forecasting & Scheduling) role for contact centres assist 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 3008
Role Type: Permanent
Work 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. This role is also to provide schedules for hybrid contact centres where required.

The toolset developed needs to be designed so that it is accessible to all levels of leadership from Team Leaders to Executives and drives proactive decision making around operational control.

Inbound call forecasts and analysis provided are logically structured and make use of proper statistical methods; fit for purpose and reflect the structure of the team(s) in a way that makes sense and demonstrates understanding of the business.

Provide ad-hoc analytics to manage change and continuous improvement and be appropriately resourced to manage this.

Provide insights and tools for decision making around long, medium, short term & intraday capacity and FTE decisions.

Provide Real time admin support to contact centres.

Coach the leaders to better understand their forecasts and schedules effectively and make the best use of their FTE resources.

Challenge the way things are done to identify ways to improve the value that existing processes deliver to the business. It is a proactive role, both in identifying opportunities and driving improvements to key business processes and technologies, and in collaborating with stakeholders in the business to implement change and improve the customer experience.

Help with BCP by documenting internal & external processes for supporting Inbound contact centres.

Build and maintain dashboards for clear line of sight for business performance

Manage 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. Drawing essential links between disparate data. 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 with stakeholders at all levels.

Sound knowledge of contact centre (Inbound/ Outbound/ cases) forecasting, scheduling & reporting at a strategic and practical day-to-day & interval level.

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 and the relevant management actions based on the analysis.

Understanding of Capacity Management methodology & practice to mentor end to end.

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.

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.

. You can apply for this role by visiting ANZ Careers and searching for reference number 80129 .

Job Posting End Date

11/11/2024 , 11.59pm, (Melbourne Australia)