Westpac Group is made up of Australia’s most recognised financial services brands, including Westpac, St George, Bank of Melbourne, BankSA, BT Financial Group and RAMS. When you join Westpac Group you’ll become part of one team striving to reach our vision to be one of the world’s greatest companies. We support and encourage career growth whilst offering access to award-winning development programs, and work flexibility.
How will I help?
As an integral part of our Workforce Planning team, you will be the driver for all scheduling, forecasting, real-time monitoring, and staffing level analyses across a 300+ FTE contact centre operation (Inbound/Outbound). You will be involved in supporting BDBS and other key functions (e.g. Change, WFP, Finance, Risk, Business Direct) with delivery on Business objectives through accurate and timely data, thorough planning, and sustainable execution of initiatives. This is an active stakeholder management and delivery role, where you will have a direct impact in the execution of Business Direct and Business Services Workforce Planning strategy.
Key responsibilities include:
Assist with generation of short-term workload forecasting within a Contact Centre (Inbound/Outbound)
Scheduling of contact centre staff to forecast demands
Provision of timely & consistent Workforce Planning reporting on daily, weekly, monthly, quarterly, or annual basis as required
Ensure rosters are built to incorporate planned changes
Point of contact for any general Workforce Management queries
Working with Senor Workforce Planner on creation of a Casual workforce strategy.
On-going review of shift alignment to ensure adequate resource coverage which optimises Banker occupancy levels
Proactively engage stakeholders on best approach to short term or on day resourcing gaps or over staffing
Work with various Operations functions to understand the impact to workload and SLAs created by Change and transformation initiatives
Assist with data collection plan activities for pre and post implementation reviews related to Change and/or transformational activity
Real Time Management
Involvement with design and development with the Business Services (Contact Centre) real time management matrix
Work with Service Delivery & Operations to manage rosters and data in real time to ensure efficiencies are maintained in real time.
Support any Post Implementation/Incident Review relating to Contact centre service level deficiencies
Knowledge, Qualifications & Experience
Prior experience (2-4 years) in a Workforce Planning role, ideally in a Contact Centre (~300 seats)
Experience and knowledge of Workforce Planning tools and systems (eWFM, Verint, CMS)
Strong understanding of Westpac compliance standards, processes, and policies
Analytically minded with a keen eye for trends and behaviours within data sets
Exceptional organisational and time management skills
Well developed skills across the Microsoft Office Suite
Experience with outbound diallers and outbound WFM will be looked upon favourably
What’s in it for you?
You will build your profile internally with senior stakeholders and be part of the future of a business that has been around for 200 years. You’ll be working for an organisation that supports development, internal career moves and flexible working. Along with competitive salary, you’ll receive Westpac’s generous benefits and a whole array of customer discounts.
How do I apply?
Start here. Just click on the APPLY button.
As part of our commitment to creating a diverse and inclusive workplace, this role is open to experienced candidates seeking a discussion around workplace flexibility. We invite candidates of all ages, people with a disability and Indigenous Australians to apply.
Our people are our highest priority and we are committed to placing our redeployees in available roles before we review other applicants.
Brand : Westpac Group
Job : Customer Service and Call Centre
Primary Location : NSW-Sydney Inner West
Employee Status : Permanent
Schedule : Full-time
Recruiter : Katherine Angus
Posting Date : 10/02/2021, 12:00:14 AM
Closing Date : 24/02/2021, 6:59:00 AM