Workforce Planning Analyst
Join our multi-award winning organisation, and help us deliver an outstanding customer experience.
Summary about this job
Management & Support
Company: Bank First
Location: Melbourne
Work type: Full Time
Salary: n\a
Phone: +61-7-9761-2481
Fax: +61-7-8900-4111
E-mail: n\a
Site: n\a
Detail information about job Workforce Planning Analyst. Terms and conditions vacancy
- An agile business dedicated to a great customer experience
- Small, locally based call centre, with no AHT targets
- Provide insights and drive improvements across the frontline business
Your new company
Bank First, formerly Victoria Teachers Mutual Bank, is a customer owned bank that exists for the sole purpose of providing better banking experiences for customers; not to serve shareholders. Due to growth in the department, we are expanding our workforce planning team to ensure our new and existing customers continue to receive the expected level of service.
Your new role
The Workforce Planning Analyst will work closely with all frontline team leaders across sales and service departments, to ensure the correct level of skilled consultants are available to assist customers in a timely and accurate manner. The role involves strong analytical and problem solving skills using large volumes of data, strong stakeholder management skills and a desire to improve internal processes and priorities to provide an outstanding customer experience through our call centre.
Hours are Monday-Friday, 9am-5pm. There will initially be some 10am-6pm shifts.
What you will need to succeed
An ability to build and maintain positive working relationships with a number of different stakeholders, a sound understanding of contact centre drivers, statistics and systems and a willingness to take ownership and accountability of work. You will also be able to demonstrate the following skills and attributes;
- 2+ years of workforce planning experience in a complex, multi-channel, multi-skill, inbound and outbound blended contact centre.
- Experience using workforce planning / management tools, preferably Verint and Avaya.
- Resilience and patience to handle difficult situations and manage conflict
- Ability to meet objectives and KPIs while working to deadlines and managing priorities
What you will get in return
In return you will enjoy a friendly and supportive team based working environment and a range of benefits including flexible, progressive employment conditions and opportunities that enable you to grow within the organisation.
What you need to do now
Written applications, along with a current CV and cover letter addressing the above criteria can be sent to: [email protected]
Applications close: Friday, 20 July 2018