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Workforce And Real Time Analyst

Bendigo and Adelaide Bank - Melbourne, VIC

Customer Service & Call Centre
Source: uWorkin


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.

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.

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.

The purpose of the Workforce & Real Time Analyst is to schedule & monitor our multi-site frontline team members across Consumer Connection operating hours to meet our forecasted customer needs. The role requires aligning future capacity plans to changes in customer behaviour and business targets. This position is offered as a 12 month fixed term contract

Key areas of focus are:

  • 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

Key responsibilities:

  • Manage operational forecasts in line with Consumer Connection service level requirements, changing customer demands and business changes impacting workforce planning outcomes.
  • Develop all Consumer Connection 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.

At Bendigo 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: Sunday, 30th May 2021

Melbourne, VIC

Customer Service & Call Centre


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