Workforce Analyst

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

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
• Strong 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.