Workforce Analyst|6

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. 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.

Responsibilities:

Lead and support projects and initiatives with a workforce planning requirement. This may involve project engagements from:-
Strategic Projects
Productivity Projects & initiatives
Operational Projects & initiatives
Workforce Planning Projects & initiatives
Any other continuous improvement projects & initiatives
Management, Support and Governance of the Aspect Workforce Management System
Responsible of documenting the WFO processes and maintain the housekeeping of Aspect
Using the WFM lens, assist project teams with the development of relevant recommendations
Manage & support any & all ad-hoc reporting & analysis requests relating to workforce planning
Develop and maintain stakeholder relationship, proactive stakeholder engagement
Management of process documentation and governance framework for key team responsibilities
Providing analytical insights to identify customer trends and provide recommendations to improve customer experience
Initiate and drive improvements to processes and documentation used among WFP teams.
Skills:

Production and maintenance of resource plans, workload and staffing requirements to support best practice workforce planning framework
Identification of continuous improvement opportunities for the resource planning process
Maintenance of the group's workforce management systems including data entry, scheduling parameter and scenario maintenance, user management and general product capability knowledge to the business
Participation in ad-hoc scheduling creation and analyses for the business
Pro-active identification of project inputs and other business drivers; and management of their inclusion into the forecasts
Provision of business insights and analytical skills to support aspirational targets
Exhibit the ability to meet objectives and targets while working to deadlines and managing priorities
Possess exceptional communication, interpersonal, planning and organizational skills with great problem solving and analytical capabilities
Experience delivering outstanding service to external and internal customers
Are proficient in all MS Office software with advanced knowledge in Microsoft Excel, knowledge within the Aspect product suite in WFM would be highly regarded.
Basic Excel Will work. Advance Excel not required.
Qualifications:

Risk Mindset –All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks.
2-3 years’ experience in a in a busy, commercial, competitive WFP/Contact Centre environment
Experience in advocating the importance of workforce management within a business
Ability to meet objectives and targets while working to deadlines and managing priorities
Ability to identify trends by providing analytics insights
Proficiency in all MS Office software with advanced knowledge in Microsoft Excel
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, TCCS, ICMI or equivalent institutions) is desirable
Relevant Tertiary qualifications would be advantageous
Qualification in other contact center technologies is advantageous such as Verint or speech analytics.
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.

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