Workforce Planning Analyst

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: Bengaluru - Manyata Tech Park

Business & Team: Chief Operations Office (COO) is responsible for servicing multiple product and business within the Group internationally, delivering a highly flexible operations environment, outstanding customer experiences and better risk outcomes. This is achieved through end-to-end process management, use of innovative new technologies and a cross-skilled, capable workforce.

The Strategy and Risk (S&R) team contribute to the strategy by providing leadership and governance on the COO’s strategic agenda, ensuring the health of all the programs in our portfolio, managing strategic workforce planning, as well as giving operational support to our customer-facing business counter parts. The Strategic Workforce Planning team is responsible for long- and short-term forecasting, scheduling, real-time support, WFM system maintenance and Future Workforce. The team is responsible for the following tasks:

• Configuration and management of Verint WFM, Genesys and Live Person (Messaging)
• Optimisation of resource allocation and operational excellence
• Providing real-time support
• Engaging with business units to assess and prioritise initiatives impacting operations and workforce planning

Impact & contribution: The Analyst - Resource Planning is responsible for Day-to-Day Workforce Management to determine resourcing needs, short-term planning, and productivity initiatives. You will work closely with Operational Teams inclusive of Executive Manager, Senior Manager and Team Manager in relation to setting Day to Day management and plan for Operations. You will partner with the broader Strategic Workforce Planning (SWP) team to operationalize resource plans to meet customer demand and service obligations. You will partner closely with the SWP teams and Operations Leaders in making changes, adjustments or diversions from the plan.

Roles & Responsibilities: We are looking for an Analyst - Workforce Planning to-

• Deliver actionable insights to contribute to the optimisation of our workforces, our customers’ experience and enable business leaders to make data-driven decisions.
• Use data and workforce planning tool to identify opportunity to optimise workforces
• Embed workforce planning practices in the businesses we support and provide insights to enable data-driven decision-making.
• Support the development of new analytical solutions and application of advanced techniques. Identify opportunities to improve own capabilities and demonstrate creativity and ingenuity when tackling complex problems.
• 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 and monitor call or message queues in real-time.
• 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.
• Capable of configuring and managing skills within the Workforce Management (WFM) system, Contact Centre System, and Messaging System.
• 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.
• Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people.
• Start between 5.00AM and 8.30AM IST (on shift rotation) and follows Australian Holiday Calendar.

Essential Skills:

• 5 to 7 years of experience in a busy Contact Centre & Messaging environment
• Risk Mindset –All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks
• 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 WFM, Verint Ops Manager and Genesys product suites would be an advantage
• Relevant Tertiary qualifications would be advantageous

Education Qualification: Bachelor’s degree/Master’s degree in Arts, Business Management, Computer Applications, Business Administration, Commerce