Workforce Optimisation Lead - Commsec

CommSec is Australia's leading online retail stockbroker providing customers with free access to live prices, price charts and portfolio watch lists and the ability to buy and sell shares online.

As a market leading business, CommSec continues to provide a high level of customer service to complement our products and services.

The Optimisation and Reporting Team have 3 key functions :

The Workforce Planning Team is responsible for managing the staffing and service levels across all of the various Broking & Markets teams.

The Business Reporting team is responsible for managing our collection, reporting and analysis of business data with a strong focus on contact centre metrics.

The Contact Centre technology team is responsible for the maintenance and management of contact centre technology platforms for Broking & Markets.

• Your role
• Lead a small team of Optimisation & reporting analysts looking after the workforce planning and capability function's within Broking & Markets
• Clear understanding of all supply and demand components using appropriate techniques and tools, interpreting the outcomes and preparing reports / insights for varying levels of decision making - including an executive audience
• Ownership of FTE Management and recruitment decisioning across Customer Engagement
• Ownership of short / medium & long term planning and resourcing for Customer Engagement
• Accountable for the management, maintenance and uplift of all contact centre technology platforms that are relevant to Broking & Markets - these include but are not limited to IVR, Genesys platform, Verint, eWFM etc.
• Ensure that changes and enhancements to the aforementioned platforms are managed effectively
• Maintain technical documentation supporting reporting processes and procedures.
• Constantly manage the risks inherent in data analysis and reporting with a strong focus on ensuring the integrity of the data you report and analyse, as well as ensuring your work practices are conducted in accordance with all Bank risk management and compliance requirements.

Workforce Planning capabilities include developing and maintaining accurate supply and demand forecasts, complete forecast variance analysis and providing recommendations to support the customer service teams in making optimum use of available resources in order to achieve service level targets.

Capability management incorporates the management, maintenance and uplift of contact centre technology platforms across Broking & Markets.

You will report to the Senior Optimisation and Reporting Manager and will also lead a team of Optimisation & Reporting Analysts, Senior Optimisation & Reporting Analysts and Capability Analysts.

• Your skills and experience;
• Leadership Experience
• in an Analytics or Workforce planning environment
• Contact Centre SME -
• Subject matter expert in workforce planning, Verint, Genesys platform, eWFM
• Business Acumen -
• Thorough understanding of contact centre and workforce management metrics
• PM & Change Experience -
• Demonstrated ability to deliver projects and change in a contact centre environment
• Analytical Capability -
• Strong experience working with Microsoft Office suite
• Data Experience -
• Development experience using SQL & Tableau
• You CAN be you

If you live the values and demonstrate the people capabilities we can offer great opportunities. Whether you want to move across the organisation or up into a leadership role, the way you live the values and demonstrate the people capabilities are key. Use the capabilities required for this role as a guide to the critical skills and behaviours you need for your next move.

We're an equal opportunity employer and value diversity at our company. As an organisation committed to our values, we nurture and support our people; through focusing on skill and talent development, teamwork, flexibility and internal promotion. With service in mind at every touch point, we take accountability for the role we play in securing and improving the financial wellbeing of people, businesses and communities. At CommBank you can be you

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Advertising End Date : 20 / 01 / 2025