Strategic Contact Centre Scheduling Analyst

JobSpace; Auckland; On-site; NZD 90,000 - 120,000; Full time

Job summary

ANZ in Auckland is seeking a Schedule Analyst to join our Planning and Workforce team. You will develop and maintain efficient, customer-focused resource schedules to meet service levels and optimize performance.

You will use workforce planning insights and scheduling expertise to balance demand with capacity, collaborate with contact centre leaders, and drive continuous improvement through data analysis. Strong Excel skills and experience with Genesys Workforce Management are highly regarded; a

Qualifications

• A solid understanding of contact centre operations and workforce planning principles.
• Experience developing and implementing effective scheduling and planning solutions that support operational performance and customer outcomes.
• Strong analytical, numerical and problem-solving skills, with a high level of accuracy and attention to detail.
• The ability to communicate complex information clearly, building trust and influencing stakeholders at all levels.
• A proactive and adaptable approach, with the ability to manage competing priorities and work effectively in a fast-paced environment.
• Advanced Excel and reporting skills, along with experience across end-to-end scheduling functions.
• Experience with Genesys Workforce Management software will be highly regarded.

Responsibilities

• Designing, building and continuously optimizing workforce schedules that balance customer demand, service delivery and operational efficiency.
• Coordinating training, meetings, leave and other off-task activities to minimize disruption and maintain service levels.
• Partnering with Contact Centre leaders and enablement teams to support workforce planning and key business objectives.
• Collaborating with stakeholders to ensure schedules remain aligned to forecasted requirements and changing business needs.
• Analysing workforce data and scheduling trends to identify opportunities for continuous improvement.
• Building strong relationships across teams to deliver exceptional service and support to internal and external stakeholders.

Skills

Workforce planning

Scheduling

Analytical skills

Stakeholder management

Excel

Tools

Genesys Workforce Management

Job description

ANZ in Auckland is seeking a Schedule Analyst to join our Planning and Workforce team. You will develop and maintain efficient, customer-focused resource schedules to meet service levels and optimize performance.

You will use workforce planning insights and scheduling expertise to balance demand with capacity, collaborate with contact centre leaders, and drive continuous improvement through data analysis. Strong Excel skills and experience with Genesys Workforce Management are highly regarded; a