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Workforce Planning Analyst

  • 929927
  • All Locations
  • Ipswich
  • Adelaide
  • Bendigo
  • Melbourne
  • Full Time
  • Closing at: Oct 31 2021 at 16:30 ACDT

Be a part of the team and make a difference with your extensive workforce planning and analytical skills with an organisation that truly is focused on customer, community & people

 

Workforce Optimisation Analyst

For more than 150 years, Bendigo and Adelaide Bank has been helping people. So, it’s only natural we’ve made it our strategy to be Australia’s most customer-connected bank.

The organisational transformation is aligned with our focus on simplifying our business, systems, and processes to improve the experience of our people and customers.

The Operational Excellence Charter is a program of work, focusing on the operations functions of Bendigo and Adelaide Bank and will work with the people, the processes, and the technology to become operationally excellent and thereby delivering cost savings as we work towards best practice cost to serve, and combined with improved customer experience, staff experience, and risk outcomes.​

The Workforce Optimisation programme will be based on existing best practice initiatives that have been successfully delivered and deployed into specific operational teams within the bank. e.g., ShiftTrack, CISCO software and methodologies.

Over an approx. 12-month timeframe, the Workforce Optimisation stream will engage and work with customer facing and corporate operations teams in the bank to deliver improved operations productivity insight and reporting and apply modern workforce planning practices to help drive cost efficiencies and deliver more a consistent customer service and staff experience.​

Key areas of focus are:

  • Analytics to inform capacity and budgetary planning with focus on Continuous Business Improvement
  • Analysis of performance metrics related to workforce planning and rostering i.e., for front office and back office.
  • Scenario analysis to determine the implications of planned changes and Reporting Analytics
  • Partner with telephony system providers on troubleshooting and new technology enablement
  • Customer Focus & Commerciality
  • Leading, implementing, and embedding change

 

Key responsibilities:

  • Develop rosters utilising Workforce Management technology to meet relevant business needs, customising process, and output accordingly.
  • Applying forecast and roster management experience, identify opportunities to adapt or change roster models to better meet customer demands.
  • Recommend alternative solutions based on changing customer needs.
  • Evaluates/Interprets levels of customer satisfaction to recommend improvements for customer experience.
  • Support employees and leaders to maintain released rosters with changes in line with Workforce Planning procedures and EA requirements

We are looking for someone who is a highly analytical and tenacious problem solver and a forward thinker who can align future capacity plans to changes in customer behaviour and business targets. You'll bring to the role extensive experience in Workforce Planning in a busy multi-functional contact centre with advanced knowledge of Workforce Planning methodologies, software, and best practice. You’ll have demonstrated success and a passion for leading, motivating, and coaching employees through change.

In return, you'll receive a competitive salary with reward and recognition programs. We offer a great working environment where you'll feel respected and valued.  As a staff member of the Bendigo Bank you will also enjoy a range of staff benefits - discounts on a wide range of bank products and services, share offers, flexible work options, and excellent learning and development programs.

Interested? To apply, please complete an application by visiting:

 Applications close by 31st October 2021

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