Job Description
At CommBank, we never lose sight of the role we play in other people’s financial wellbeing.
Our focus is to help people and businesses move forward, to progress. To make the right financial decisions and achieve their dreams, targets and aspirations.
Each of us globally is dedicated to offering outstanding service, excellent advice and intuitive solutions to help our customers manage their finances in the ways they want to.
Regardless of where you work within our organisation, your initiative, talent, ideas and energy all contribute to the impact that we can make with our work. Together we can achieve great things.
Your Business:
Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world’s best systems and processes.
Your Team:
The Workforce Management Team is responsible for supporting all aspects of Workforce Planning & Real Time Support for the channels within Direct Channels. This includes but is not limited to Contact Centres (Direct Banking, Direct Lending & Financial Assistance Solutions), across a number of existing and future channels.
The Real Time Support team is responsible for executing the operational delivery plan. They do this by ensuring that operational targets are met and ensuring compliance to operational targets via adherence, performance impact mitigation, crisis management and operational real time performance reporting.
Responsibilities
Execution of the daily resource plan, collaborating with the wider Workforce Planning team and business partner teams to ensure it is fit for purpose across all supported channels such as inbound, outbound, chat, email, and back-office or case management functions
Execution on all activities in support of real time management in the pursuit of optimising the customer experience such as exception management processes, management support of no-call no-show and tardy process, as well as concierge processes relating to unplanned absenteeism to ensure the daily plan is 100% accurate as possible at all times,
Managing the relationship and the on the ground activities between the business and CBA technology teams with regards to outages – including Incidents and Outages by applying relevant contingencies to mitigate performance risks.
Assist with the process of Shrinkage management, providing business knowledge and analytical skills in support of achieving desired shrinkage targets
Real Time monitoring and allocation of resources appropriately on an intra-daily basis according to forecast data and on the day changes, ensuring the right number of people are in place at all the right times to achieve an optimised customer outcome, this may involve real time phone calls inbound, outbound and email to ensure that this is achieved in partnership with the operational Team Leaders at all times
Ensure that all risks associated with changes are mitigated and executed appropriately on the day
Recommend strategies for improved performance of contact centres and operational teams, and where required, drive the implementation of strategies
Collaborate with the wider DC team to ensure data validation occurs and a one team approach is adopted
Source and validate data by taking a critical lens, to identify trends and calling out any unexpected results or variances
You will be expected to provide out-of-hours and on call coverage as the business requires
Skills & Qualifications:
Experience in a in a busy, commercial, competitive WFP/Contact Centre environment (Preferred)
Ability to set & meet objectives and targets while working to deadlines and managing priorities
Excellent interpersonal and communication skills
Excellent planning and organisational skills
Experience delivering outstanding service to external and internal customers
Great problem solving and analytical ability
Proficiency in all MS Office software with advanced knowledge in Microsoft Excel and PowerPoint capability
Solutions oriented with a positive attitude and approach
Due to current workforce management technologies in the group, any qualifications from the Aspect & Genesys product suites would be an advantage
Workforce Planning fundamentals (such as offered by COPC, Call Design (or equivalent institutions) is desirable
Advanced MS Excel skills would be seen as a significant advantage
Qualification in other contact centre data technologies is advantageous
Agile process delivery & mindset is advantageous, but a willingness to undertake relevant training is a mandatory requirement
Relevant Tertiary qualifications would be advantageous
If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 +8+ 6+6.
Advertising End Date: 12/07/2026
Our focus is to help people and businesses move forward, to progress. To make the right financial decisions and achieve their dreams, targets and aspirations.
Each of us globally is dedicated to offering outstanding service, excellent advice and intuitive solutions to help our customers manage their finances in the ways they want to.
Regardless of where you work within our organisation, your initiative, talent, ideas and energy all contribute to the impact that we can make with our work. Together we can achieve great things.
Your Business:
Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world’s best systems and processes.
Your Team:
The Workforce Management Team is responsible for supporting all aspects of Workforce Planning & Real Time Support for the channels within Direct Channels. This includes but is not limited to Contact Centres (Direct Banking, Direct Lending & Financial Assistance Solutions), across a number of existing and future channels.
The Real Time Support team is responsible for executing the operational delivery plan. They do this by ensuring that operational targets are met and ensuring compliance to operational targets via adherence, performance impact mitigation, crisis management and operational real time performance reporting.
Responsibilities
Execution of the daily resource plan, collaborating with the wider Workforce Planning team and business partner teams to ensure it is fit for purpose across all supported channels such as inbound, outbound, chat, email, and back-office or case management functions
Execution on all activities in support of real time management in the pursuit of optimising the customer experience such as exception management processes, management support of no-call no-show and tardy process, as well as concierge processes relating to unplanned absenteeism to ensure the daily plan is 100% accurate as possible at all times,
Managing the relationship and the on the ground activities between the business and CBA technology teams with regards to outages – including Incidents and Outages by applying relevant contingencies to mitigate performance risks.
Assist with the process of Shrinkage management, providing business knowledge and analytical skills in support of achieving desired shrinkage targets
Real Time monitoring and allocation of resources appropriately on an intra-daily basis according to forecast data and on the day changes, ensuring the right number of people are in place at all the right times to achieve an optimised customer outcome, this may involve real time phone calls inbound, outbound and email to ensure that this is achieved in partnership with the operational Team Leaders at all times
Ensure that all risks associated with changes are mitigated and executed appropriately on the day
Recommend strategies for improved performance of contact centres and operational teams, and where required, drive the implementation of strategies
Collaborate with the wider DC team to ensure data validation occurs and a one team approach is adopted
Source and validate data by taking a critical lens, to identify trends and calling out any unexpected results or variances
You will be expected to provide out-of-hours and on call coverage as the business requires
Skills & Qualifications:
Experience in a in a busy, commercial, competitive WFP/Contact Centre environment (Preferred)
Ability to set & meet objectives and targets while working to deadlines and managing priorities
Excellent interpersonal and communication skills
Excellent planning and organisational skills
Experience delivering outstanding service to external and internal customers
Great problem solving and analytical ability
Proficiency in all MS Office software with advanced knowledge in Microsoft Excel and PowerPoint capability
Solutions oriented with a positive attitude and approach
Due to current workforce management technologies in the group, any qualifications from the Aspect & Genesys product suites would be an advantage
Workforce Planning fundamentals (such as offered by COPC, Call Design (or equivalent institutions) is desirable
Advanced MS Excel skills would be seen as a significant advantage
Qualification in other contact centre data technologies is advantageous
Agile process delivery & mindset is advantageous, but a willingness to undertake relevant training is a mandatory requirement
Relevant Tertiary qualifications would be advantageous
If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 +8+ 6+6.
Advertising End Date: 12/07/2026
💡 Quick Summary
Seeking a career-building opportunity? The Real|Time Analyst|4 position is now open for candidates interested in the Bank Jobs sector. This role in Bengaluru offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
