Business Performance, Analytics & Reporting Specialist

Australia and New Zealand Banking Group Limited; Bengaluru; On-site; INR 1,600,000 - 2,600,000; Full time

Job summary

Australia and New Zealand Banking Group Limited (ANZ) Bengaluru seeks a senior Workforce Analyst to deliver forecasting, planning and analytics that align workforce supply with demand and service expectations. You will generate capacity models, dashboards and insights in collaboration with operational leaders to drive performance.

With 7+ years in workforce management, you will optimize staffing across contact channels, monitor key metrics, and contribute to continuous improvement and governance

Qualifications

• 7+ years of relevant experience in Workforce Management within a contact center.
• Forecasting, scheduling, and capacity planning expertise.
• Advanced Excel and SQL for data analysis.
• Dashboarding with Power BI/Tableau/Qlik for insights.
• Experience with leading WFM platforms (NICE/Verint/Genesys/Aspect).
• Strong stakeholder management and problem-solving skills.

Responsibilities

• Create accurate workforce forecasts by analyzing historical trends and drivers.
• Develop capacity plans and modelling scenarios balancing customer experience and cost.
• Deliver reports, dashboards, and insights to support decision-making.
• Monitor SLA, occupancy, utilization, shrinkage, productivity, and forecast accuracy.
• Partner with leaders to provide planning recommendations and strategic insights.
• Investigate variances and identify root causes to improve accuracy.
• Support demand and supply planning and identify capacity gaps.
• Analyze trends and present actionable findings to stakeholders.
• Drive continuous improvement in processes and automation.
• Ensure data integrity and governance in reporting.

Skills

Forecasting

Scheduling

Capacity planning

WFM metrics

Stakeholder management

Problem solving

Analytical thinking

Tools

Excel

SQL

Power BI

Tableau

Qlik

NICE

Verint

Genesys

Aspect

Job description

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Business Performance, Analytics & Reporting Specialist

Division: Group Operations

About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

The Workforce Analyst is responsible for delivering workforce management activities that support the achievement of customer, operational and financial objectives. The role provides workforce forecasting, planning, reporting and analytical support to ensure workforce supply aligns with customer demand and service expectations.

Working closely with operational leaders and workforce management teams, the Workforce Analyst develops forecasts, produces capacity plans, analyses workforce performance trends and provides insights to support decision making. The role contributes to continuous improvement initiatives and supports the implementation of workforce management best practices.

The Workforce Analyst combines analytical capability, commercial awareness and operational understanding to deliver accurate workforce insights and recommendations that support business performance.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type: Permanent

What will your day look like?

• Create accurate workforce forecasts by analysing historical trends, business drivers, and seasonal patterns to support operational planning.
• Develop workforce capacity plans and modelling scenarios that balance customer experience, operational performance, and cost efficiency.
• Deliver actionable workforce reports, dashboards, and data-driven insights that support informed business decision-making.
• Monitor key workforce metrics such as SLA, Occupancy, Utilisation, Shrinkage, Productivity, and Forecast Accuracy to drive performance outcomes.
• Partner with operational leaders and stakeholders to provide workforce planning recommendations and strategic insights.
• Investigate forecasting variances, identify root causes, and recommend actions to improve planning accuracy and effectiveness.
• Support workforce demand and supply planning by identifying resource requirements and potential capacity gaps.
• Analyse workforce trends, risks, and opportunities, presenting clear findings and practical recommendations to stakeholders.
• Drive continuous improvement initiatives through process optimisation, reporting enhancements, and workforce management automation.
• Ensure data integrity, reporting accuracy, and compliance with workforce management governance standards, controls, and documentation requirements.

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Strong Workforce Management expertise with hands-on experience in forecasting, scheduling, capacity planning, and managing key contact centre performance metrics.
• Advanced analytical and forecasting capabilities, including trend analysis, variance management, forecast accuracy measurement, and scenario modelling to support business decisions.
• Exceptional data and reporting skills, with advanced proficiency in Excel and experience using SQL to analyse large, complex datasets.
• Dashboarding and visualisation expertise using tools such as Power BI, Tableau, or Qlik to deliver meaningful insights and compelling business stories.
• Experience with leading WFM platforms such as NICE, Verint, Genesys, or Aspect, including workforce forecasting, schedule optimisation, and intraday management.
• Strong stakeholder management and problem-solving skills, with the ability to translate data into actionable recommendations, influence decision-making, and drive continuous improvement in fast-paced environments.
• Mimnimum 7+ years of relevant experience in Workforce Management within a Contact Center Environment

‘Good to have’ knowledge, skills, and experiences.

• Experience with advanced analytics and automation, including Python/R, predictive modelling, and machine learning to enhance forecasting and planning capabilities.
• Strong understanding of multi-channel workforce planning, covering Chat, Email, Back-office, and Blended environments with knowledge of concurrency models.
• Commercial and operational acumen, with the ability to connect workforce planning to cost optimisation, budgeting, FTE planning, and workflow improvement initiatives.

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So why join us?

ANZ is a place where big things happen as we work together to provide banking and financial services across more than 30 markets. With more than 7,500 people, our Bengaluru team is the bank's largest technology, data and operations centre outside Australia. In operation for over 33 years, the centre is critical in delivering the bank's strategy and making an impact for our millions of customers around the world. Our Bengaluru team not only drives the transformation initiatives of the bank, it also drives a culture that makes ANZ a great place to be. We're proud that people feel they can be themselves at ANZ and 90 percent of our people feel they belong.

We know our people need different things to be great in their role, so we offer a range of flexible working options, including hybrid work (where the role allows it). Our people also enjoy a range of benefits including access to health and wellbeing services.

We want to continue building a diverse workplace and welcome applications from everyone. Please talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirements, let us know how we can provide you with additional support.