Real-Time Workforce Planner for Contact Centers

Teachers Mutual Bank; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Teachers Mutual Bank is hiring a Workforce Planning Real Time Analyst to monitor intraday performance and staffing across customer contact channels. You will partner with operations leaders, schedulers and workforce planning teams to identify risks and implement timely adjustments for optimal service levels.

You'll track attendance, manage intraday changes, and provide real-time insights and reports. The role supports contingency planning and requires experience in call centre workforce

Qualifications

• Proven experience in workforce management or resource planning within a call centre or contact centre.
• Experience with KPIs such as service level, average speed of answer, average handling time, abandonment, occupancy and adherence.
• Knowledge of workforce planning and resource optimisation.
• Experience with schedule and attendance management.

Responsibilities

• Monitor real-time service performance, queue volumes, staffing levels and schedule adherence across channels.
• Identify intraday risks to service levels and recommend or implement timely staffing and schedule adjustments.
• Track attendance, shrinkage, absenteeism and unplanned leave impacts on daily operations.
• Communicate real-time performance insights, risks and recovery actions to operations leaders and key stakeholders.
• Manage intraday changes such as overtime, voluntary time off, break movements and skill reallocations.
• Analyse forecast versus actual performance and highlight emerging trends, gaps and root causes.
• Prepare and distribute intraday, end-of-day and performance variance reports.
• Support contingency planning for system outages, unexpected demand spikes and operational disruptions.
• Collaborate with forecasting and scheduling teams to improve planning assumptions and workforce efficiency.
• Maintain accurate records of real-time decisions, actions taken, and operational outcomes.

Skills

Workforce planning

Call centre KPIs

Resource optimisation

Schedule management

Job description

Teachers Mutual Bank is hiring a Workforce Planning Real Time Analyst to monitor intraday performance and staffing across customer contact channels. You will partner with operations leaders, schedulers and workforce planning teams to identify risks and implement timely adjustments for optimal service levels.

You'll track attendance, manage intraday changes, and provide real-time insights and reports. The role supports contingency planning and requires experience in call centre workforce