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Manager, Workforce Optimisation

Manager, Workforce Optimisation

Req ID:  39993
Department:  AR Contact Centre
Division:  Australia Retail
Location:  Melbourne

About the role

At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving our customers’ financial wellbeing so they can achieve incredible things – be it buying their home, building a business or saving for things big or small. 


  • Join an organisation that prides itself on diversity of people and thought
  • Build your career your way 
  • An exciting opportunity to work in Melbourne, CBD

Role Location: 75 Dorcas Street, South Melbourne VIC 3205 
Role Type: Permanent, Full-time 

What will your day look like

The Manager, Workforce Optimisation role supports the Customer Contact Centre business excellence program and will be accountable for multiple strategic initiatives from design to delivery. This role requires a strong understanding of workforce planning practices across large and complex contact centres including voice, digital & email.

It also supports ANZ’s Contact Centre channel through optimising processes, supporting a common operating model for workforce optimisation and looking for opportunities to improve efficiency in the way the business operates via consultancy and analysis. This role is also responsible for finding continuous improvement opportunities internally and for our customer base. It will also be accountable to support the Senior Manager to continue to enhance foundational workforce frameworks to ensure responsiveness to customer needs.

What will you bring?

To be successful in the role, you will have the following:

  • Demonstrated extensive industry experience in a high volume and complex resource management environments 
  • Financial services experience 
  • Expert level knowledge in forecasting methods, contact centre scheduling and real time management
  • Experience using NICE WFM an advantage
  • Demonstrated experience in continuous and process improvement – LEAN six sigma or similar discipline 
  • Well-developed personal communication and influencing skills
  • High degree of self-direction, initiative and motivation 
  • Experience in Programming Languages - Office 2010, MS Reporting Services, Brio/Hyperion, SQL Server tools (T-SQL), C# programming language, VBA 
  • Effective negotiation, influencing and conflict resolution skills


You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So, why join us?

Our purpose is to shape a world where people and communities thrive. That’s why we strive to create balanced, sustainable economy in which everyone can take part and build a better life. By helping people make the most of what they have, we transform ideas, hard work and ambition into reality.


As a Purpose-led bank, we’ve committed to delivering commercial and societal outcomes across environmental sustainability, financial wellbeing and household affordability.  We deliver these sustainability commitments with our customers, in our business and across the communities where we operate. 


Career development means different things to different people. It may simply mean developing a skill, broadening your experience by moving sideways or stretching yourself by moving to a different business. How you manage and develop your career is up to you, but ANZ is committed to helping you do this by providing you with the support, tools and resources you need.


Here are some links to help you get started: 


We work flexibly at ANZ and encourage you to talk to us about how this role can be flexible for you and any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.


For more information about this opportunity please contact your Recruiter:

Job Posting End Date

09/06/2023image, 11.59pm, (Melbourne Australia)

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