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Workforce Planning Analyst - 6 months fixed term contract

  • 930302
  • All Locations
  • Brisbane
  • Ipswich
  • Adelaide
  • Bendigo
  • Geelong
  • Melbourne
  • Full Time
  • Closing at: Jan 18 2022 at 16:30 ACDT

Do more, dream more, become more. Welcome to Bendigo.

About Us   

With more than 160 years of history, we are proud of our position in the community with more satisfied customers than any other Australian bank.  Every day, we work hard to bring our company purpose to life; feeding into the success of our customers and communities and not off it. We're more than just a bank with banking products. We change the lives of customers and communities. Commercial actions with heart!

About the Division 

In an increasingly ‘virtual’ world – where customers want to connect with us over the phone, through their mobile device, online or by email – it’s Consumer Connection that brings the ‘human element’ to these transactions.

In Consumer Connection we aim to create service excellence for our customers. We deliver product, sales and service solutions that help acquire and retain customers – and encourages them to do more with us.

As a team, we support one another and lead by example. Our strong customer commitment is underpinned by our values and the expectations we have of each other.

About the role

The purpose of the Workforce Planning Analyst is to schedule & monitor our multi-site frontline team members across Consumer Connection operating hours to meet our forecasted customer needs. You will be working closely with the Manager Workforce Optimisation and Operations on focus on the following key areas:

  • Creating and Managing Consumer Connection forecasts across all brands and functions
  • Roster development and maintenance
  • Queue management and daily capacity management
  • Communication with team members and team leaders
  • Payroll and Projects

This is a 6 months fixed term contract position starting in January 2022.

About you 

We are seeking someone with previous workforce planning experience in. To succeed in this role, you will need to demonstrate:

  • Proficiency in statistics, forecasting and forecasting method and forecasting in webchats, emails, call volumes across multiple sites and brands
  • Knowledge of contact centre operations and terminologies.
  • Technical and business skills with experience in and/or exposure to S&OP processes and procedures
  • Able to work rotating roster across 8 am – 8 pm and some weekends.
  • Proficient in resource scheduling/intraday management applications in particular ShiftTrack
  • Excellent computer skills including thorough knowledge of accounting and reporting software, Excel, and internet. Knowledge of PowerBi will be a bonus, but not essential.

Naturally we are looking for a great communicator with a strong grasp of time management.

Why Us?

There's so much more to a career with Bendigo and Adelaide Bank than just banking. 

Get real benefits, work life balance and flexibility. You bring your brilliant mind and we’ll help you take your learning to the next level with on the job training and external development opportunities - we want you to shine. After all, YOU are the difference that makes us the better big bank.

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.

Applications close:  COB 18th January 2022

Please note that initial shortlisting may occur prior to this close date as applications are received.

“It is a condition of employment with the Bank that you are fully vaccinated against COVID-19, unless you have a medical contraindication or acute illness which prevents you from receiving the vaccine and you provide satisfactory evidence of this to the Bank”

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