Workforce Analyst-6

2 weeks ago


Bengaluru, India Commonwealth Bank Full time

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.

**Responsibilities**:

- Lead and support projects and initiatives with a workforce planning requirement. This may involve project engagements from:

- Strategic Projects
- Productivity Projects & initiatives
- Operational Projects & initiatives
- Workforce Planning Projects & initiatives
- Any other continuous improvement projects & initiatives
- Management, Support and Governance of the Aspect Workforce Management System
- Responsible of documenting the WFO processes and maintain the housekeeping of Aspect
- Using the WFM lens, assist project teams with the development of relevant recommendations
- Manage & support any & all ad-hoc reporting & analysis requests relating to workforce planning
- Develop and maintain stakeholder relationship, proactive stakeholder engagement
- Management of process documentation and governance framework for key team responsibilities
- Providing analytical insights to identify customer trends and provide recommendations to improve customer experience
- Initiate and drive improvements to processes and documentation used among WFP teams.

**Skills**:

- Production and maintenance of resource plans, workload and staffing requirements to support best practice workforce planning framework
- Identification of continuous improvement opportunities for the resource planning process
- Maintenance of the group's workforce management systems including data entry, scheduling parameter and scenario maintenance, user management and general product capability knowledge to the business
- Participation in ad-hoc scheduling creation and analyses for the business
- Pro-active identification of project inputs and other business drivers; and management of their inclusion into the forecasts
- Provision of business insights and analytical skills to support aspirational targets
- Exhibit the ability to meet objectives and targets while working to deadlines and managing priorities
- Possess exceptional communication, interpersonal, planning and organizational skills with great problem solving and analytical capabilities
- Experience delivering outstanding service to external and internal customers
- Are proficient in all MS Office software with advanced knowledge in Microsoft Excel, knowledge within the Aspect product suite in WFM would be highly regarded.
- Basic Excel Will work. Advance Excel not required.

**Qualifications**:

- Risk Mindset -All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks.
- 2-3 years’ experience in a in a busy, commercial, competitive WFP/Contact Centre environment
- Experience in advocating the importance of workforce management within a business
- Ability to meet objectives and targets while working to deadlines and managing priorities
- Ability to identify trends by providing analytics insights
- 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 Aspect & Genesys product suites would be an advantage
- Workforce Planning fundamentals (such as offered by COPC, Call Design, TCCS, ICMI or equivalent institutions) is desirable
- Relevant Tertiary qualifications would be advantageous
- Qualification in other contact center technologies is advantageous such as Verint or speech analytics.

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Advertising End Date: 03/06/2023



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