Senior Workforce Analyst - Contact Center Workforce Management

ANZ Banking Group; Bengaluru; Hybrid; INR 2,200,000 - 3,200,000; Full time

Benefits offered by this job

Hybrid work

Health and wellbeing services

Job summary

ANZ Banking Group is seeking a Senior Workforce Analyst in Bengaluru to align workforce supply with demand. You will forecast demand, develop capacity plans, and optimize schedules across multiple channels while delivering actionable insights to support decisions and manage costs.

The role emphasizes end-to-end workforce management, data collection and governance, and potential evolution to a leadership position in future. Hybrid work options are available.

Qualifications

• Senior level role requiring strong WFM expertise in contact centers.
• Forecasting, capacity planning and performance reporting are essential.
• Experience with multi-channel environments and cost-control preferred.
• Knowledge of data governance and dashboards is required.

Responsibilities

• Forecast demand and workforce requirements across channels.
• Develop capacity plans and staffing strategies balancing experience, service levels and costs.
• Optimize schedules and intraday performance to improve adherence and productivity.
• Deliver insights via dashboards and root-cause analysis for decision support.
• Collaborate with Operations, Finance and Leadership on workforce insights.

Skills

WFM forecasting

Forecasting

Scheduling

Data analysis

SQL

Excel

Power BI

Tableau

Qlik

Stakeholder management

Python/R (analytics)

Tools

NICE

Verint

Genesys

Aspect

Power BI

Tableau

Qlik

Job description

Business Performance, Analytics & Reporting Specialist

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 Senior Workforce Analyst plays a key role in aligning workforce supply with business demand through accurate forecasting, capacity planning, and performance reporting. The Senior Workforce Analyst is responsible for driving end-to-end workforce management (WFM) excellence across Contact Center operations by delivering accurate forecasting, optimized scheduling, and actionable data insights. By delivering timely insights and scenario analysis, the role supports informed decision‑making, service reliability, and cost control ensuring optimal alignment between customer demand, operational capacity, and business performance objectives. This role will lead in identifying, gathering, ideating, designing various Data Analysis requirements and being responsible for delivering solutions that support business units in decision making from a Workforce Management perspective. Identify, drive, and deliver projects and initiatives to help improve efficiencies, improve customer experience, and reduce risk for Ops business unit. Responsible for accurate Long-Range and Short-Range forecasting through various Models. This role will primarily be an Individually Contributor role but may evolve to a People Leader Role in future. Data collection, cleaning, analysing and visualising various types of Analysis requirements 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.

What will your day look like?

• Forecast customer demand and workforce requirements by analysing trends, seasonality, and business drivers to deliver accurate short-, medium-, and long-term forecasts.
• Develop capacity plans and staffing strategies that balance customer experience, service levels, operational performance, and cost efficiency across multiple channels.
• Optimize schedules and intraday workforce performance by ensuring the right resources are in place to meet demand while improving adherence, occupancy, and productivity.
• Deliver actionable workforce insights and performance analytics through dashboards, reporting, and root-cause analysis to support data-driven decision-making.
• Partner with stakeholders across Operations, Finance, and Leadership to provide workforce insights, strategic recommendations, and data-driven decision support.
• Drive continuous improvement and workforce planning maturity by enhancing forecasting models, automation, reporting frameworks, and WFM best practices.
• Leverage WFM technologies and maintain data governance by utilizing workforce management tools, ensuring data accuracy, and supporting system enhancements and process documentation.

What will you bring?

• Strong Contact Centre WFM expertise with hands-on experience in forecasting, scheduling, capacity planning, and managing key performance metrics such as Service Level, ASA, Occupancy, Utilisation, Shrinkage, and Abandonment.
• Advanced forecasting and analytical skills, including trend and seasonality modelling, variance analysis, forecast accuracy measurement (MAPE), scenario modelling, and data-driven decision-making.
• Excellent data, reporting, and visualisation capabilities, with advanced proficiency in Excel, strong SQL skills, and experience building impactful dashboards using Power BI, Tableau, or Qlik.
• Hands-on experience with leading WFM platforms such as NICE, Verint, Genesys, or Aspect, including forecast configuration, schedule optimisation, and real-time workforce management.
• Strong stakeholder management and communication skills, with the ability to translate complex data into clear business insights and influence operational and leadership decisions.
• A proactive problem-solving mindset, with the ability to identify root causes, navigate ambiguity, and drive continuous improvement in fast-paced contact centre environments.
• Minimum 10+ 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 tools such as Python or R, including predictive modelling and machine learning techniques to enhance forecasting accuracy.
• Knowledge of multi-channel workforce planning, including Chat, Email, Back-office, and Blended operations, with an understanding of channel concurrency and customer interaction models.
• Exposure to workforce planning's commercial impact, including cost optimisation, budgeting, FTE planning, cost-to-serve modelling, and workflow/process redesign initiatives.

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.

Job Posting End Date 29/10/2026, 11.59pm, (Melbourne Australia)

Experience Level Mid Level

Role Location: Bengaluru

RoleType: Permanent