• You are a passionate leader with a proven track record of developing a high performing team.

• Partnering with key stakeholders, providing insights on customer demand to facilitate right colleague, right place, right time.

• Assisting our customer facing teams in delivering on short-term & long-term resourcing strategies.

See yourself in the team:

The Chief Operating Office (COO) is the control room for Bankwest, delivering consistency in customer service, operations, delivery, strategy and risk. The Workforce Management Team sits within Delivery & Operations and is responsible for supporting all aspects of Workforce Planning & Real Time Support for our distribution channels as well as some of our middle office teams, this includes but is not limited to Contact Centres, Branches, Lending & Third Parties.

A major challenge of this role will be the need to understand the drivers of customer demand, provide trending and insight into overall business performance and on the day resource prioritisation. This information will then need to be effectively communicated to senior leaders to enable the business to achieve short-term resourcing strategies.

Role Specifics:

• Full time opportunity - Permanent.

• On the job training

• Monday - Friday core business hours (flexibility needed in case of system outages)

• Hybrid working model on offer - mixture of working from home and in office work
  

An insight into your general day:

• Lead the Real Time function to support the customer facing teams in delivering brilliant customer experiences.

• Manage, coach and develop the Real Time Team to meet and exceed KPI’s around forecast variance, accurate reporting analysis, as well as engagement with the business.

• Provide thought leadership on Real Time / Workforce Management optimisation strategies to support the overall strategy.

• Develop innovative resource management solutions and drive their implementation using effective communication and influencing techniques.

• Management of overall team responsibilities, workload and output, including quality assurance, across all the Real Time functions – Forecasting insight, Scheduling, Delivery, Budget & Capacity Planning.

• Leverage and maximise technology (including identifying enhancements to existing technology) to drive improvements to the overall customer experience.

• Develop strategies for the Workforce Management team to measure and manage shri activities that contribute positively to overall business performance, including development of tracking and reporting.

• Know the key risks associated to your role and identify them through root cause analysis.

We're interested in hearing from people who possess:

• Proven Real Time / Resource Planning people leadership experience in a contact centre or operational environment, including the coaching and development of experienced analysts

• Experience in driving transformation within an operational environment

• Drive to dig into data and analytics and make changes where needed.

• Clear communication skills to be able to determine trends and the ability to provide detailed insight and potential outcomes to improve business performance.

• Demonstrated ability to develop valuable insights from large volumes of data, using analytics and problem solving skills.

• Ability to effectively manage stakeholder relationships, and drive influence at a senior level

• Current knowledge of systems such as Genesys, eWFM (Aspect), Verint (preferred)

• Well-developed technical skills, MS Office products and relevant technologies

• Knowledge of Workforce Planning fundamentals (such as offered by COPC, Call Design, TCCS, ICMI or equivalent institutions), Desirable

If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

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