job description
Join ANZ as a Workforce Planning Manager in Bali and take the lead in optimizing our Customer Contact Hub (CCH) operations. This role is pivotal in ensuring seamless service delivery across voice and digital channels, blending strategic planning with real-time intraday management. You will drive efficiency, enhance customer satisfaction, and contribute to ANZ's reputation as a leader in financial services.
Based in the vibrant and culturally rich island of Bali, this position offers a unique opportunity to work in a dynamic environment while enjoying a high quality of life. ANZ is committed to fostering a diverse and inclusive workplace where innovation and collaboration thrive.
If you are a strategic thinker with a passion for workforce optimization and customer service excellence, we invite you to apply and be part of our global team.
Responsibility
- Develop and implement end-to-end workforce planning strategies to ensure optimal staffing levels across voice and digital channels.
- Monitor and manage real-time (intraday) operations to address fluctuations in demand and maintain service level agreements (SLAs).
- Collaborate with cross-functional teams to forecast staffing needs and align resources with business objectives.
- Analyze performance metrics and provide actionable insights to improve operational efficiency and customer satisfaction.
- Lead initiatives to enhance workforce productivity, including training programs and process improvements.
- Utilize workforce management software to generate reports, track KPIs, and support data-driven decision-making.
- Ensure compliance with company policies and industry regulations in all workforce planning activities.
- Foster a positive and collaborative work environment, promoting employee engagement and retention.
Qualifications
- Bachelor's degree in Business Administration, Operations Management, or a related field.
- Proven experience in workforce planning, preferably within a customer contact center or financial services environment.
- Strong analytical skills with proficiency in workforce management tools and data analysis software.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
- Demonstrated leadership abilities, with experience managing teams and driving operational improvements.
- Knowledge of call center operations, including voice and digital channels, is highly desirable.
- Ability to work under pressure and adapt to changing business needs in a fast-paced environment.
- Familiarity with financial services industry regulations and compliance requirements is a plus.