Workforce Management Analyst

3 weeks ago

Auckland City, New Zealand BNZ Full time

**Ko mātou tēnei | This is Us**

Our role as the Bank of New Zealand is to help navigate Aotearoa towards a better future, this means working in an energising environment built around our customers to help our communities prosper.

Our Workforce Management Team is responsible in developing forecasts, building an efficient set of schedules and monitoring the queues staffing and workload on real-time basis to identify the need for any adjustments.

**Mō te Tūranga | About the Role**

This role is vital in helping us to buid an Enterprise WFM team for BNZ, capable of supporting contact centre, back-office and brank network. You'll optimize service and consistency of results to ensure the most efficient use of the staffing resources balanced with maximum employee retention, through effective use of queue management techniques.

We spoke with the Workforce Manager Lead that you'll report to, and they gave some great insight on what to expect with this role:
**What are the key day to day tasks the person in this role will complete?**
- Identify Business drivers that impact workload including the timing and potential impact of each
- Track all elements of workload to determine if they are all within acceptable ranges of the forecast and plan, and track all elements of staff shrinkage on an interval basis to be used in the development of the schedules
- Identify all reasonable shift definitions that can be used to match the changing demand
- To manage day to day operations of BNZ inbound voice and digital queues
- Develop knowledge of call routing and maintain it to ensure proper utilisation of call distribution
- Develop and delivery reports on the current status of forecast versus actual workload, trend, planned versus actual agents available, and any changes that are needed
- Maintain a strong relationship with the operational team leaders, bankers and collaborate with our teams to ensure they understand the various WFM metrics and the staffing requirements

**What do we want you to know before you apply?**

This role requires flexibility to work various shifts. This is a full time position (37.5 hours per week) and schedules could include evening and/or weekend shifts with some rotating weeks/days within the month.

**What attributes will this person have in order to be successful?**
- Minimum of 3 years' relevant experience in a Workforce Management role, in a banking or other commercial environment
- Strong knowledge about Workforce Management and Branch/ Contact Centre disciplines.
- Ability to effectively manage and prioritise your workload, including multiple requests from the leadership teams
- A strong analytical mind, with the ability to think outside the box and offer effective solutions.
- Demonstrated agility in a fast-paced environment and ability to think outside of the box for creative solutions
- Proven MS Excel skills and familiarity of Workforce Management system such as IEX, Genesys, Impact360 or eWorkforceAspect.

Supporting the effective operating rhythms across our Realtime functions, quality output and integration of efficiencies.

**What is the team culture and environment like?**

You'll be part of a fantastic team, highly engaged and hard working. I lead by example with a customer focused approach. Overall one of my favourite things about BNZ is their awesome culture with mātāpono values being a strong focus.

**Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand

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