Organization: At CommBank, we never lose sight of the role we play in other people’s financial wellbeing. Our focus is to help people and businesses move forward to progress. To make the right financial decisions and achieve their dreams, targets, and aspirations. Regardless of where you work within our organisation, your initiative, talent, ideas, and energy all contribute to the impact that we can make with our work. Together we can achieve great things.
Job Title: Workforce Planning Analyst
Location: Bangalore

ESSENTIAL SKILLS:

• 3 years of relevant experience as Workforce Analyst
• Risk Mindset –All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks
• Experience in a in a busy Contact Centre environment · Ability to meet objectives and targets while working to deadlines and managing priorities ·
• Excellent interpersonal and communication skills · Excellent planning and organizational skills · Experience delivering outstanding service to internal customers
• Great problem solving and analytical ability · Proficiency in all MS Office software with advanced knowledge in Microsoft Excel · Solutions oriented with a positive attitude and approach .
• Due to current workforce management technologies in the group, any qualifications from the Verint, Genesys and Avaya product suites would be an advantage · Relevant Tertiary qualifications would be advantageous

EDUCATION QUALIFICATION:

• Bachelor’s degree in Business Management/ Business Administration/ Computer Applications & Commerce
  If you’re already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you’ll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
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  Advertising End Date: 15/05/202

• Schedule resources to support business KPI’s, Service Levels and training targets.
• Provide key stakeholders with scheduling advice, impact assessments & performance planning packs.
• Act as a trusted advisor to the line of business you support. You will be considered a trusted source of advice for
• recruitment strategies and workload requirements.
• Manage scheduling requests up to 30 days ahead of time of all colleagues and their activities such as annual,
• RDOs/flexi days, training, meetings, 1:1s and development sessions in consultation with the business to maximise
• business performance.
• Meet strict business deadlines for the delivery of key management information on a day-to-day basis.
• Create and maintain accurate employee records using specialist workforce planning tools.
• Complete strategic forecasting of workload, including trending & any impact factors.
• Analyse WFP related information into insightful presentations to help stakeholders understand their business
• performance metrics.
• Follow, build & maintain standard operating procedures.
• Work within a small team to deliver the ultimate experience to our stakeholders & customers.
• Know the key risks associated to your role, be able to identify them through root cause analysis.
• Escalate risks appropriately and take ownership until resolution is found.