Schedule Analyst

  • Help drive the success of the NZ contact centre
  • Grow your internal brand in the key position
  • Flexible working arrangements available

About The Role
In this role, you would have the opportunity to:

  • Be responsible in maintaining schedule preferences
  • Build highly effective schedules to meet customer demands and reduce business costs
  • Proactively plan the shrinkage activities to minimise business impact
  • Optimise schedules to adapt to changing business requirements
  • Influence stakeholders to ensure preference bands continue to meet forecast requirements
  • Develop and maintain key relationships to deliver exceptional service to all customers and stakeholders

ANZ's Retail and Business Banking unit is made up of our extensive Branch Network, Contact Centres, Business Banking team, and Broker and Mobile Mortgage Manager units. Our frontline teams are supported by our Products, Digital Channels, Sales & Service Performance, Merchant Business Solutions, Risk and Customer Insights teams. We're working really hard as a business unit towards our two goals - to get to number one in customer service and number one in customer growth.

About you
To grow and be successful in this role, you will ideally bring the following:

  • Strong numeric, analytic and problem solving skills with a significant attention to detail
  • Ability to educate and influence using superior spoken, written and reporting communication skills
  • Strong change management focus
  • Demonstrated experience in call centre principles
  • Experience in managing end-to-end forecasting and scheduling functions
  • Understanding and skill in the use of Aspect eWFM software or industry equivalent preferred
  • Ability to work autonomously or within a team, while managing multiple priorities and deadlines
  • Advanced MS office skills particularly Excel
  • Ability to design and create complex, but efficient planning models

About ANZ
Our purpose is to shape a world where people and communities thrive. That?s why we strive to create a balanced, sustainable economy in which everyone can take part and build a better life. By helping people make the most of what they have, we transform ideas, hard work and ambition into reality.
Everyone at ANZ has the opportunity to grow and learn.  At ANZ, we believe in the inherent strength of a vibrant, diverse and inclusive workforce where the backgrounds, perspectives and life experiences of our people help us to forge strong connections with all our customers, innovate and make better decisions for our business.

The ANZ values are the foundation of how we work and support our customers.
Integrity ? Are honest and fair
Collaboration ? Work together for the customer
Accountability ? Take ownership and get things done
Respect ? Care for all those we serve
Excellence ? Challenge ourselves to be better
T? Ao, N? T? Ara ? E whakanuia ana e ANZ ng? mea M?ori katoa
Your world, your way ? ANZ celebrating all things M?ori
We work flexibly at ANZ. Talk to us about how this role could be flexible for you.
ANZ recognises the importance of flexible working, watch our Global Stories to see how ANZ aims to meet the needs of our customers and to attract and retain the best people in a changing world    
To find out more about working at ANZ or to view other opportunities visit
You may apply for this role by visiting ANZ Careers and search for the reference number NEW031190.

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