The Workforce Planning team is responsible for optimising workforce utilisation and resource allocation within the Banking and Financial Services contact centre to ensure smooth operations and excellent customer service.
The team collaborates with a range of stakeholders, to forecast workload, create staffing schedules, monitor performance metrics, drive continuous improvement whilst being immersed in a workplace culture built upon driving efficiency and innovation.
At Macquarie, our advantage is bringing together diverse people and empowering them to shape all kinds of possibilities. We are a global financial services group operating in 34 markets and with 55 years of unbroken profitability. You’ll be part of a friendly and supportive team where everyone - no matter what role - contributes ideas and drives outcomes.
What role will you play?
You will be part of a team that produces monthly customer service operational schedules and updates as required, for all work types (Voice, Chat and hybrid roles) for a 400+ seat national 24/7 contact centre.
You will perform analysis of customer service data to provide insight into reasons for calls, forecast variances, KPI variances, and other data relative to customer service performance. You will collaborate with Client Service Managers and Team Leaders to develop and recommend methods to optimise the business planning and analytics within the planning process.

What you offer

• Advanced knowledge and experience using Verint workforce management systems WFM and advanced MS Excel skills are essential
• Strong communication skills and the ability to coordinate with customer service leadership teams
• Experience in developing and maintaining high quality daily, weekly, monthly reports across various client service teams
• Ability to manager stakeholder relationships and work proactively with other areas of the business to recommend efficiencies and drive continuous improvement of tools and analyses

We love hearing from anyone inspired to build a better future with us, if you’re excited about the role or working at Macquarie we encourage you to apply.
About Banking and Financial Services
Banking and Financial Services is our technology-driven retail bank. You will be part of a team that supports clients to achieve their full potential - whether that’s buying a home, growing a business or investing to manage wealth.
Benefits

Macquarie employees can access a wide range of benefits which, depending on eligibility criteria, include:

• Hybrid and flexible working arrangements
• One wellbeing leave day per year and up to five additional days leave based on length of service
• Up to 20 weeks paid parental leave as well as benefits to support you as you transition to life as a working parent
• Paid volunteer leave and donation matching
• Range of benefits to support your physical, psychological and financial wellbeing
• Access to a wide range of learning and development opportunities

Our commitment to diversity, equity and inclusion
We are committed to fostering a diverse, equitable and inclusive workplace. We encourage people from all backgrounds to apply and welcome all identities, including race, ethnicity, cultural identity, nationality, gender (including gender identity or expression), age, sexual orientation, marital or partnership status, parental, caregiving or family status, family and domestic violence status, neurodiversity, religion or belief, disability, or socio-economic background. We welcome further discussions on how you can feel included and belong at Macquarie as you progress through our recruitment process. To learn more, contact our team by clicking here.
Our aim is to provide reasonable adjustments to individuals who may need support during the recruitment process and through working arrangements. If you require additional assistance, please let us know in the application process

Please refer the Job description for details