The OpportunityWe're looking for an experienced Workforce Management Analyst to support our WFM function.
This role covers forecasting, scheduling, and real-time performanceVerint experience is essentialKey ResponsibilitiesDeliver short-term and 12-week forecasts aligned to demandDevelop and maintain interval-level schedules and rostersEnsure rosters are fair, compliant, and aligned to EBA requirementsMonitor real-time performance and make intraday adjustmentsManage staffing changes (breaks, absences, overtime, queue coverage)Support capacity planning and operational decision-makingTake handover from the current analyst to ensure continuityAssist in stabilising and improving the Verint WFM systemAbout You EssentialProven hands-on experience with Verint Workforce Management Solid background in:Workforce planning & forecastingScheduling and rosteringReal-time (RTA)



performance managementUnderstanding of contact centre metrics:Service Level (SL)Average Handle Time (AHT)Schedule AdherenceKnowledge of EBA rules and fair rostering practicesStrong analytical and problem-solving skillsDesirableLong-term forecasting experienceExposure to ActiveOpsPower BI or dashboarding capabilityExperience across contact centre or back-office operationsApply NowPeoplebank and Leaders IT are committed to creating a diverse and inclusive workplace where everyone belongs.
We welcome applications from people of all backgrounds, identities, and experiences.
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📌 Workforce Analyst (Melbourne)
🏢 Peoplebank
📍 Melbourne