Contact Centre Schedule Analyst

About the role

As a Schedule Analyst in ANZ’s Planning and Workforce team, you will design and maintain efficient schedules for the contact centre, ensuring the right people are in the right place at the right time to meet customer demand. You will use data‑driven insights to balance service delivery, employee experience and operational performance.

Key responsibilities

• Design, build and continuously optimise workforce schedules that align with customer demand and operational efficiency.
• Coordinate training, meetings, leave and other off‑task activities to minimise disruption.
• Partner with contact centre leaders and enablement teams to support workforce planning and business objectives.
• Collaborate with stakeholders to keep schedules aligned with forecasted requirements and changing business needs.
• Analyse workforce data and scheduling trends to identify continuous‑improvement opportunities.
• Build strong relationships across teams to deliver exceptional service to internal and external stakeholders.

Required profile

• Strong analytical mindset with the ability to interpret workforce data.
• Excellent stakeholder management and communication skills.
• Proactive approach to problem‑solving and process optimisation.
• Ability to work collaboratively in a fast‑changing banking environment.

Required skills