- Experience
- Any
- Salary
- —
- Openings
- 1
- Posted
- 1 week ago
- Work mode
- In office
- Eligibility
- Applications are welcome from everyone, including candidates with disabilities or requiring special accommodations during the recruitment process.
- Resume
- Required to apply
Where you'll work
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Job description
About Us
At ANZ, we are dedicated to creating a thriving environment where people and communities flourish. Our mission is centered on enhancing the financial well-being and sustainability of millions of customers.
About The Role
As a Schedule Analyst within the Planning and Workforce team, you will be instrumental in crafting and maintaining efficient, customer-centric resource schedules. Your efforts will guarantee that customer requirements are met consistently while reducing operational disruptions and boosting business efficiency.
Your approach will be proactive, utilizing data-driven insights to improve customer experience and operational productivity. Through comprehensive analysis and strategic recommendations, you will support frontline and senior leaders in fulfilling business goals and surpassing service standards.
This permanent, full-time position is based in Auckland or Wellington and is crucial for ensuring optimal staffing to deliver excellent customer outcomes.
Key Responsibilities
- Developing, constructing, and continuously refining workforce schedules that effectively balance customer demand with service delivery and operational efficiency.
- Managing coordination of training sessions, meetings, leave, and other non-operational activities to minimize service disruption.
- Collaborating with Contact Centre leadership and enablement teams to align workforce planning with organizational objectives.
- Engaging with stakeholders to keep schedules aligned with forecasts and evolving business needs.
- Analyzing workforce data and scheduling patterns to uncover areas for ongoing improvement.
- Fostering strong interdepartmental relationships to provide outstanding service and operational support.
Candidate Profile
- In-depth knowledge of contact centre operations and workforce planning methodologies.
- Proven experience designing and implementing effective scheduling strategies that support operational efficiency and customer satisfaction.
- Excellent analytical, numerical, and problem-solving abilities with meticulous attention to accuracy and detail.
- Strong communication skills capable of conveying complex information clearly and influencing stakeholders across various levels.
- Demonstrated ability to adapt, prioritize diverse tasks, and function effectively within a fast-moving environment.
- Advanced proficiency in Microsoft Excel and reporting tools; experience with Genesys Workforce Management software is highly advantageous.
Why Join ANZ?
Becoming part of ANZ means joining a community united by a shared purpose to foster thriving communities. Our workforce reflects diversity with a strong commitment to inclusion, highlighted by our Te Ao Māori Strategy, Tākiri-Ā-Rangi, which promotes increased Māori and Pasifika representation.
We support flexible working options, comprehensive wellbeing resources, and access to product discounts. We encourage applications from all individuals, including those with disabilities, and we are committed to supporting candidates through our recruitment and employment processes.
Additional Information
This position is permanent and full-time, based in Auckland or Wellington with onsite work requirements.
The application deadline is 17 September 2026, 11:59 pm (Melbourne Australia time).
Industry
Banking