Position Description
Great opportunity to join a leading organisation as a Workforce Analyst and play a key role in supporting Operations by delivering critical data insights, workflow analysis, and workforce planning to optimise efficiency, effectiveness, and overall productivity. This role collaborates with cross-functional teams and leaders across the Operations division to balance performance and service outcomes. Using a strong analytical approach, the Workforce Analyst develops actionable, data-driven strategies that support business goals.
Key Responsibilities
* Support the Workforce Manager and Lead in delivering strategic and operational initiatives.
* Organise, manage, and maintain data across multiple systems (including Excel, SQL, and CRM).
* Analyse operational processes and recommend improvements to enhance customer experience and efficiency.
* Monitor real-time contact centre activity in a multi-skilled environment to ensure service standards are met.
* Optimise early delinquency communication strategies (SMS/Email).
* Investigate and report on anomalies or irregularities in data.
* Produce performance reports and contribute to the development of KPIs across departments.
* Facilitate daily workforce meetings and end-of-day reviews to track agent and contact centre performance.
* Forecast and plan staffing levels to meet operational demand.
* Oversee telephony systems (iPScape) and related technologies in line with business requirements.
* Provide administrative support and complete ad-hoc tasks as needed.
Experienced Required
* Experience in the financial services industry, supported by tertiary qualifications in Commerce, Finance, or a related discipline.
* Strong knowledge of responsible lending practices, NCC, debt collection guidelines, and best practices, with the ability to translate regulatory requirements into workflows.
* Background in Workforce Planning within inbound and outbound contact centres, including exposure to collections analytics.
* Ability to manage competing priorities and deadlines in a fast-paced environment.
* Advanced proficiency in Excel and PowerPoint, with strong analytical skills and an eye for data discrepancies.
* Excellent written and verbal communication skills.
* High attention to detail, with a proactive, collaborative, and solutions-focused mindset
Benefits
* Great team culture
* Flexible environment - 3 days WFH and flexi hours (after initial onboarding)
* Career progression and learning and development opportunities
Click apply today if you reside in Sydney, Australia with full working rights and have the right experience for this role