Workforce Planning Real Time Analyst

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

About the role

As theWorkforce Planning Real Time Analyst, you are responsible for monitoring intraday performance, staffing levels, and schedule adherence to ensure service level targets are met. This role partners closely with operations leaders, schedulers and workforce planning teams to identify risks, make real-time adjustments, and support efficient resource allocation across customer contact channels.

Key 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.

About you

• Proven experience in workforce management, workforce planning or resource planning within a call centre or contact centre environment.
• Experience working with contact centre 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

About us

Australian Mutual Bank has merged with Teachers Mutual Bank Limited and we are now part of the wider TMBL group, strengthening our ability to deliver meaningful value to members, support our communities, and create long-term opportunity for our people.

At our Bank, social responsibility is built-in, not bolted on and drives our business practices, people, and products. We are proud to serve some of Australia's essential workers in education, emergency services and healthcare.

We believe they deserve a bank that does good for their community. We have been named one of the World's Most Ethical Companies for ten years in a row and are a Certified B Corp Bank.

Our employees embrace our organisation's values of passion, advocacy and sustainability, and contribute to a diverse and inclusive workplace culture founded on mutual respect, equality and a focus on striving to deliver exceptional member service. We are an Employer of Choice, promote Diversity and Inclusion, and follow EEO principles by appointing on merit

We work under a hybrid working model to provide flexibility in the workplace. For more information about working conditions as well as our employee value proposition, please visit the careers page on our website at www.tmbank.com.au or find us on LinkedIn!

Teachers Mutual Bank Ltd may conduct a background or reference check (or both) as part of the recruitment process. By applying you agree to cooperate fully in those procedures and understand that an offer is subject to the satisfactory outcome of those checks, at the discretion of Teachers Mutual Bank Ltd.