Overview
Career progression and training opportunities.
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, cooperative, 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
Work for a leading organisation as a workforce analyst to deliver critical data insights and workflow analysis
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📌 Workforce Analyst
🏢 Launch Recruitment
📍 Sydney