Verint WFM Analyst: Forecasting, Scheduling & Real‑Time Ops

Peoplebank; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Peoplebank in Melbourne is seeking an experienced Workforce Management Analyst to support our WFM function, specialising in forecasting, scheduling and real-time performance using Verint. The role focuses on delivering accurate short-term and 12-week forecasts and maintaining fair, compliant rosters in line with EBA rules.

You will monitor SL, AHT and adherence, drive intraday adjustments, and support capacity planning while ensuring continuity through seamless handover and ongoing improvements

Qualifications

• Experience with Verint WFM and rostering rules.
• Strong forecasting, scheduling and WFM analytics.
• Understanding of SL, AHT and Schedule Adherence.
• Familiarity with EBA rostering requirements.
• Analytical mindset and problem-solving skills.

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.

Skills

Workforce forecasting

Scheduling & rostering

Real-time performance management

Contact centre metrics (SL, AHT, Adh)

Analytical problem-solving

Tools

Verint Workforce Management

Power BI

Job description

Peoplebank in Melbourne is seeking an experienced Workforce Management Analyst to support our WFM function, specialising in forecasting, scheduling and real-time performance using Verint. The role focuses on delivering accurate short-term and 12-week forecasts and maintaining fair, compliant rosters in line with EBA rules.

You will monitor SL, AHT and adherence, drive intraday adjustments, and support capacity planning while ensuring continuity through seamless handover and ongoing improvements