About Us

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. 

About the Role

The Planning Analyst is responsible for ensuring that workforce planning in Contact Centre Operations is managed and delivered in a systematic and co-ordinated manner delivering optimal outcomes for operational performance.

This includes:

• Developing work schedules utilising Workforce Management Software to meet relevant business needs

• Pre-schedule training and other activities to ensure staffing is optimal at each interval

• Identify performance or service risks to the contact centre. Identify opportunities to adapt or improve rosters to better meet customer demands

• Analysis of scheduling processes in order to improve customer satisfaction, efficiency and drive performance

• Implement capacity planning strategies, innovations and process improvement

Role Location: MDC 100 Building, Eastwood City, Libis, Quezon City, Philippines

Role Type: Permanent, Fulltime.
Shift Schedule: Dayshift schedules, weekends Off, must be open to adjust if needed

What will your day look like?

As a Capacity & Planning Analyst, you will be accountable for:

•    Develop work schedules utilising Workforce Management Software to meet relevant business needs
•    Pre-schedule training and other activities to ensure staffing is optimal at each interval
•    Identify performance or service risks to the contact centre.
•    Identify opportunities to adapt or improve rosters to better meet customer demands
•    Analyse processes in order to improve customer satisfaction, efficiency and drive performance
•    Implement capacity planning strategies, innovations, and process improvement
•    Prepare and present analysis of past week’s activity in relation to plan, in addition to short term performance outlook

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Experience in workforce planning, preferably utilising NICE WFM.

• Excellent communication and influencing skills.

• Strong organisational, planning and time management skills with the ability to prioritise multiple tasks, working to challenging deadlines.

• Ability to work both independently and collaboratively within a team environment.

• Demonstrated experience in continuous improvement.

Job Posting End Date

24/01/2025 , 11.59pm, (Melbourne Australia)