About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

As a Workforce Optimisation Analyst, you will play a critical role in monitoring and optimizing operational performance real time, ensuring that we are meeting all service level targets and providing exceptional customer experience. This will be done through keen and timely monitoring and effective real time and resource management.  You will also ensure accurate and timely delivery and use of Capacity Planning data, whilst supporting value-add analysis opportunities to improve productivity. You will also provide analytics to help Operations Managers manage performance, operational improvements, and possible change to current processes. The role will also support the team by driving a culture of continued improvement and capability uplift focused on delivering consistent, sustainable customers outcomes.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type: Permanent, Full-time

Role Location: 30F, MDC 100 Bldg., E.Rodriguez Jr. Avenue, Corner Eastwest Avenue, Brgy. Bagumbayan, Libis, Quezon City 

Work Hours: Mondays-Fridays, 8:00 AM – 5:00 PM (Australia) 

What will your day look like?

As a Workforce Optimisation Analyst, you will be accountable for:

• Continuously monitor real-time inbound metrics, including call volumes, chat volumes, agent availability, and service level adherence.
• Allocate resources effectively to ensure optimal coverage during peak and off-peak hours. This will include real time adjustments to schedules, distribution of workload through lending and borrowing recommendations when necessary.
• Monitor and track agent adherence to schedules and break times, taking corrective actions when necessary to maintain operational efficiency.
• Analyse historical and current data to make short-term adjustments to forecasting models factoring interruptions and changes which impacts the volume, as well as identifying trends, anomalies, and areas of improvement to enhance operational efficiencies.
• Collaborate closely with the Operations Team and support groups to provide real-time updates on performance and work together to address challenges as they arise.
• Maintain detailed records of real-time actions taken, performance trends, and key insights to support analysis and reporting.
• Participate in ongoing process improvement initiatives to enhance real-time monitoring and response strategies, including the development of new reports and dashboards for insights.

What will you bring?

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

• Proven experience in real-time monitoring and analysis within a contact centre or customer service environment, including knowledge of multi-channel operations, key performance indicators (KPI) and Service Level Agreements (SLAs).
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions quickly in a fast-paced and dynamic environment.
• Excellent communication skills, both written and verbal, with the ability to convey complex information and insights clearly and concisely.
• Ability to prioritise work, highly adaptable to change and ambiguity.
• Detail-oriented, problem identification and problem solving and investigations skills to provide recommendations to the business.
• Strong results focus/orientation and time management skills with the demonstrated ability to analyse and implement small change management processes.

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?

ANZ provides banking and financial services and operates across more than 30 markets. We are among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world. With more than 2,000 people, our team in Manilla play a critical role in executing our strategy and deliver what matters most to our customers and the bank. We continue to grow our professional services capabilities to support our customers around the world.  Our expertise and services make us a bank, and our people, purpose, and culture makes us ANZ. We're proud of the inclusive culture we're renowned for where 90 percent of our people feel they belong. 

We provide our people with a range of benefits including access to health and wellbeing services.  We also have flexible working options so that our people can 'make work, work for them'.

We welcome applications from everyone and encourage you to talk to us about 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.

To find out more about working at ANZ visit  https://www.anz.com/careers/. You can apply for this role by visiting ANZ Careers and searching for reference number 86112.

Job Posting End Date

10/02/2025 , 11.59pm, (Melbourne Australia)