Workforce and Realtime Analyst
Peoplebank ·www.peoplebank.com.au
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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, helping ensure strong service levels and effective rostering.
Verint experience is essential — applications without it won’t be considered.
Key Responsibilities
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.
We’re looking for an experienced Workforce Management Analyst to support our WFM function.
This role covers forecasting, scheduling, and real-time performance, helping ensure strong service levels and effective rostering.
Verint experience is essential — applications without it won’t be considered.
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
- Proven hands-on experience with Verint Workforce Management (non-negotiable)
- 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
- 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.
Frequently asked questions
Who is hiring for the Workforce and Realtime Analyst role?
Peoplebank is hiring for the Workforce and Realtime Analyst position, a Shazamme client. Apply directly on the employer's career site.
Where is the Workforce and Realtime Analyst job located?
The Workforce and Realtime Analyst role with Peoplebank is based in Docklands, VIC, AU.
What does the Workforce and Realtime Analyst role pay?
Peoplebank lists the Workforce and Realtime Analyst role at AUD 900–1,300 per month.
Is the Workforce and Realtime Analyst role full-time or contract?
This is a full time position at Peoplebank.
What experience level is the Workforce and Realtime Analyst role?
The Workforce and Realtime Analyst position is aimed at mid-level candidates.
How do I apply for the Workforce and Realtime Analyst role at Peoplebank?
Apply directly on Peoplebank's career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.