Workforce Planning Analyst

Req ID: 31847

Department: CCC PH EDB Service (PH7929513)

Division: Australia Retail (T20000)

Location: Quezon City

About the role

Join an organisation that prides itself on diversity of people and thought
Build your career your way
Work in a blended Office and Work Form Home environment

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

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

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

So, why join us?

At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.

We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.

A happy workplace is a thriving one. So in order to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.

ANZ recognises the value of an inclusive and diverse work environment. We take pride in the diversity of our people and encourage applications from diverse candidates. Our recruitment decisions are based on the key needs inherent requirements of each role, and candidates are selected based on their unique strengths and characteristics.

We work flexibly at ANZ. Talk to us and let us know how this role can be flexible for you.

Job Posting End Date

, 11.59pm, (Melbourne Australia)