The Opportunity We're looking for an experienced Workforce Management Analyst to support our WFM function. This role covers forecasting, scheduling, and real-time performance Verint experience is essential

Key Responsibilities

Deliver short-term and 12-week forecasts aligned to demand

Develop and maintain interval-level schedules and rosters

Ensure rosters are fair, compliant, and aligned to EBA requirements

Monitor real-time performance and make intraday adjustments

Manage staffing changes (breaks, absences, overtime, queue coverage

Support capacity planning and operational decision-making

Take handover from the current analyst to ensure continuity

Assist in stabilising and improving the Verint WFM system

About You Essential

Proven hands-on experience with Verint Workforce Management

Strong background in:

Workforce planning & forecasting

Scheduling and rostering

Real-time (RTA)



performance management

Understanding of contact centre metrics:

Service Level (SL)

Average Handle Time (AHT)

Schedule Adherence

Knowledge of EBA rules and fair rostering practices

Robust analytical and problem-solving skills

Desirable

Long-term forecasting experience

Exposure to ActiveOps

Power BI or dashboarding capability

Experience across contact centre or back-office operations

Peoplebank

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. If you need adjustments to the recruitment process due to your circumstances, please let us know - we're here to support you.

📌 Workforce Analyst (Port Phillip City)
🏢 Peoplebank
📍 Port Phillip City