Workforce Analyst

Full job description

Your SUPER career starts here

As one of Australia's largest profit-for-members superannuation funds, we always remember whose money it is and whose future we're looking after. We work to reimagine a new way forward for our 1.1 million members and their communities. Each other. And our world.

Sound good? Learn more about us and what we do at awaresuper.com.au

Your New Role

The Workforce Analyst is responsible for resource scheduling and real time management. The role also informs forecasting, capacity planning and resource utilisation across Member Engagement. It monitors current and upcoming staffing levels, making real time decisions and recommendations to inform the leadership team on both tactical and strategic objectives that deliver our committed member experience and staff engagement commitments. In addition you will be responsible for:

Scheduling:

Ensuring both planned and unplanned events are captured and resourcing optimised to minimise impacts to member experience;

Providing ongoing recommendations to best deliver our member experience whilst maximising our resourcing strategies.

Real Time Analysis/Management:

Using the available workforce management tools and technology to monitor intra-day performance and implement and influence relevant real time adjustments to staff coverage in partnership with the leadership team;

Communicating with stakeholders as to Service Centre and Member Solutions performance and underlying factors/ trends.

Forecasting:

Assisting the team with short-term forecasting and progress toward learning long-term forecasting techniques

How do you exceed our expectations?

The idea of being part of our growth is exciting and you want to play a pivotal role in making super simple.

Have Contact centre or administration experience and demonstrated understanding of an Operations environment, including workforce planning, telephony, customer management systems, and IVR/ACD (required);

Experience in the use of workforce management tools, and technology & terminology (required);

Strong understanding of operational performance metrics (required);

Experience in operations in a service-related industry (required);

Highly developed data analysis capability;

Display organisational, time management and problem solving skills;

You are balanced in accepting risk in any decision you face. You are curious to understand risk context and choose to speak up as we simplify, learn and grow.

Employee Experience

We understand that not everyone works in the same ways. We value flexibility and know that it helps you manage work and life.

Why you’ll love working at Aware Super:

Have a super impact: You’ll think big and care deeply to help more Australians live their best lives in retirement.

Be part of something super unique: You’ll work to reshape super and retirement. We’ll invest in your growth and give you the opportunity to work on career-defining projects.

Work with super humans: You’ll work hard and innovate, but also have some fun along the way.

Feel super cared for: We’ll support your wellbeing today, as well as in the future. Enjoy a health & fitness reimbursement, work from home technology reimbursement, salary continuance insurance and organisation-wide meeting free zones.

The Aware Super difference

At Aware Super, we believe that diversity of thought, background and experience creates better outcomes for our members and communities and a stronger sense of belonging for our people. We value a diverse workplace and strongly encourage women, Aboriginal & Torres Strait Islander people, people with cultural and linguistic diversity, LGBTQIA+ individuals, people with disabilities, and mature-age individuals to apply. We are proud to be consistently recognised as an Employer of Choice for Gender Equality and our CEO, Deanne Stewart, is a Pay Equity Ambassador.