Business Performance, Analytics & Reporting Specialist

<span class="jobdescription"><div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>About Us</b></H2> </div><div><p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif"><br><span style="font-size:14.0pt">At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.</span></span></span></p> <p style="margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"> </p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>About the Role</b></H2> </div><div><p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">The Workforce Analyst is responsible for delivering workforce management activities that support the achievement of customer, operational and financial objectives. The role provides workforce forecasting, planning, reporting and analytical support to ensure workforce supply aligns with customer demand and service expectations.</span></p> <p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Working closely with operational leaders and workforce management teams, the Workforce Analyst develops forecasts, produces capacity plans, analyses workforce performance trends and provides insights to support decision making. The role contributes to continuous improvement initiatives and supports the implementation of workforce management best practices.</span></p> <p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">The Workforce Analyst combines analytical capability, commercial awareness and operational understanding to deliver accurate workforce insights and recommendations that support business performance.</span></p> <p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.</span></p> <p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Role Location: Bengaluru</span></p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Role Type: Permanent</span></p> <p> </p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>What will your day look like?</b></H2> </div><div><p> </p> <ul> <li style="font-family:arial, helvetica, sans-serif;font-size:14.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Create accurate workforce forecasts by analysing historical trends, business drivers, and seasonal patterns to support operational planning.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:14.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Develop workforce capacity plans and modelling scenarios that balance customer experience, operational performance, and cost efficiency.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:14.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Deliver actionable workforce reports, dashboards, and data-driven insights that support informed business decision-making.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:14.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Monitor key workforce metrics such as SLA, Occupancy, Utilisation, Shrinkage, Productivity, and Forecast Accuracy to drive performance outcomes.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:14.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Partner with operational leaders and stakeholders to provide workforce planning recommendations and strategic insights.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:14.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Investigate forecasting variances, identify root causes, and recommend actions to improve planning accuracy and effectiveness.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:14.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Support workforce demand and supply planning by identifying resource requirements and potential capacity gaps.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:14.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Analyse workforce trends, risks, and opportunities, presenting clear findings and practical recommendations to stakeholders.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:14.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Drive continuous improvement initiatives through process optimisation, reporting enhancements, and workforce management automation.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:14.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Ensure data integrity, reporting accuracy, and compliance with workforce management governance standards, controls, and documentation requirements.</span></li> </ul> <p> </p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>What will you bring?</b></H2> </div><div><p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">To grow and be successful in this role, you will ideally bring the following:</span></p> <p> </p> <ul> <li style="font-family:arial, helvetica, sans-serif;font-size:14.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Strong Workforce Management expertise with hands-on experience in forecasting, scheduling, capacity planning, and managing key contact centre performance metrics.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:14.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Advanced analytical and forecasting capabilities, including trend analysis, variance management, forecast accuracy measurement, and scenario modelling to support business decisions.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:14.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Exceptional data and reporting skills, with advanced proficiency in Excel and experience using SQL to analyse large, complex datasets.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:14.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Dashboarding and visualisation expertise using tools such as Power BI, Tableau, or Qlik to deliver meaningful insights and compelling business stories.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:14.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Experience with leading WFM platforms such as NICE, Verint, Genesys, or Aspect, including workforce forecasting, schedule optimisation, and intraday management.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:14.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Strong stakeholder management and problem-solving skills, with the ability to translate data into actionable recommendations, influence decision-making, and drive continuous improvement in fast-paced environments.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:14.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Mimnimum 7+ years of relevant experience in Workforce Management within a Contact Center Environment</span></li> </ul> <p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">‘Good to have’ knowledge, skills, and experiences.</span></p> <ul> <li style="font-family:arial, helvetica, sans-serif;font-size:14.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Experience with advanced analytics and automation, including Python/R, predictive modelling, and machine learning to enhance forecasting and planning capabilities.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:14.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Strong understanding of multi-channel workforce planning, covering Chat, Email, Back-office, and Blended environments with knowledge of concurrency models.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:14.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Commercial and operational acumen, with the ability to connect workforce planning to cost optimisation, budgeting, FTE planning, and workflow improvement initiatives.</span></li> </ul> <p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.</span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>So why join us?</b></H2> </div><div><p> </p> <p><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">ANZ is a place where big things happen as we work together to provide banking and financial services across more than 30 markets. With more than 7,500 people, our Bengaluru team is the bank's largest technology, data and operations centre outside Australia. In operation for over 33 years, the centre is critical in delivering the bank's strategy and making an impact for our millions of customers around the world. Our Bengaluru team not only drives the transformation initiatives of the bank, it also drives a culture that makes ANZ a great place to be. We're proud that people feel they can be themselves at ANZ and 90 percent of our people feel they belong. </span></p> <p> </p> <p><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">We know our people need different things to be great in their role, so we offer a range of flexible working options, including hybrid work (where the role allows it). Our people also enjoy a range of benefits including access to health and wellbeing services.</span></p> <p> </p> <p><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">We want to continue building a diverse workplace and welcome applications from everyone. Please talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirements, let us know how we can provide you with additional support.</span></p> <p> </p> <p><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">To find out more about working at ANZ visit <a href="https://www.anz.com/careers/">https://www.anz.com/careers/</a>. You can apply for this role by visiting ANZ Careers and searching for reference number 125881.</span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Posting End Date</b></H2> </div><div><p>29/10/2026, 11.59pm, (Melbourne Australia)</p></div></div></div> </span>