Workforce Management Analyst
Auckland Council
Auckland City, AUK
6d ago
source : ExploreJobs

He Waka Eke Noa Creating Great TogetherHere at BNZ, it's about more than just banking. We believe in supporting our local communities and designing customer led solutions that change the way people manage their money.

For our people this means we create an environment where you can try new things, deliver innovative solutions and be empowered to put your energy into being you.

This role requires flexibility with 37.5 hours to be worked between 8 : 00am - 8 : 00pm, Monday - Sunday. Te Kaiurungi About the RoleThe WFM Analyst is a vital role in our future who will help us setup an Enterprise WFM team for BNZ who will be capable to support the Contact Centre and the Branch Network.

The role will be scoping up the workforce requirement in developing an efficient set of schedules for the branch network based on the forecast provided.

Key responsibilities include : Track all elements of staff shrinkage on an interval basis to be used in the development of the schedulesIdentify all reasonable shift definitions that can be used to match the changing demandMaintain a strong relationship with the operational team leaders, bankers and collaborate with them to identify opportunities for improvement in both efficiency and agent satisfactionWork with our teams to ensure they understand the metrics and the staffing requirementsIdentify and maintain compliance with any regulations, rules, or agreements that affect scheduling of personnel.

Ō Pūkenga About YouWe are looking for someone who has a strong analytical mind, with the ability to think outside the box and offer effective solutions that take into account all the data.

You will also have : Strong knowledge about Workforce Management and Branch / Contact Centre disciplinesAn ability to effectively manage and prioritise your workload, including multiple requests from the leadership teamsRelevant experience in a Workforce Management role, in a banking or other commercial environmentA strong and sound decision-making abilityProven MS Excel skills and familiarity of Workforce Management system such as IEX, Genesys, Impact360 or Aspect WFM.

Nau mai ki te Pēke o Aotearoa Working at BNZAt BNZ, we're passionate about building and sustaining a high-performance culture that motivates our people to deliver exceptional results.

We know that every BNZer is unique, with a wide range of goals, ambitions, and lifestyles, so we offer a wide range of benefits and working styles to suit you.

Wellbeing : Your wellbeing is important to us. When we're at our best, physically and mentally, in and out of work, we can truly create great things together.

We're here to support you to be your best with a number of wellbeing initiatives.Leave : We all need a bit of time off every now and then.

At BNZ we're proud to offer the generous leave options you need and deserve - whether it's for a special occasion, an unexpected event, or an extended vacation.

Flexibility : We're big on helping you balance life and work. We offer a range of flexible working options that help you be your best, wherever you're based.

Talk to us about how we can make this work for you. Haere mai ki Te Peke o Aotearoa Come to the Bank of New ZealandIf you're ready to join a supportive team of BNZers who are passionate about the work they do and the results they achieve, then apply now and let's create great together.

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