Company Description
TSA is an Australian-owned business in the Outsourcing Industry helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands from across multiple call centers in Australia and the Philippines.
Job Description
TSA Group are looking for an experienced Workforce Analyst to join our team on a permanent basis. The Workforce Analyst is responsible for producing highly accurate daily, monthly and yearly call staffing forecasts. The Workforce Analyst will action changes in our workforce management systems and work with the business to ensure that key tasks performed drive business success. The successful candidate will have a strong attention to detail and thrives in a fast-paced environment.
What you need to know about the role:
- This is a permanent full-time position based near any of our offices around Australia!
- Work Monday – Friday between standard business hours.
- Predict and prepare for changes in production, budget, volume and staffing
- Produce highly accurate reports highlighting results across key business drivers, including trends
- Monitoring and revising workforce and business forecasts
- Recognize that workforce planning tasks focuses on outcomes from the planning process, more so than the process itself
- Assign campaigns per group/ line of business
- Action staff changes, including team and employment status changes
- Create accurate rosters that meet the business needs
- Analysis of data and reporting to identify emerging trends and anomalies in order to add value to the end-to-end workforce management process
Qualifications
We're interested in hearing from people who possess:
- Experience in a busy, commercial, competitive WFP/Contact Centre environment
- Qualifications and/or experience in Alvaria/ E-WFM, AWS and Power BI (preferred)
- Workforce Planning fundamentals
- Strong attention to detail, quality and accuracy
- Sound problem solving and analytical skills
- Ability to work well within a team environment and positively influence & motivate a high performing team
- Proven customer focus, both internal and external
- Intermediate to Advanced MS Excel usage
Additional Information
Why work with TSA?
- Our #TSAWays are what we are all about. Think of them as the vibe!
- Join a company that promotes from within – work your way up and across the business
- Comprehensive training, with ongoing coaching and development
- A vibrant and rewarding recognition program - We love to celebrate our people!
- We are proud of our fun, friendly and supportive team environment
Want to know more? Check out our social media pages:
- Website: https://tsagroup.com.au/
- Instagram: tsa_group_
- LinkedIn: https://www.linkedin.com/company/tsa-group-australia/
Top Skills
What We Do
We’re Australia’s leading specialists in CX consultancy and services. We are passionate about revolutionising the way brands connect with Australians. How? By combining our local expertise with the most sophisticated customer experience technology on earth, and delivering with a team of people who know exactly how to help brands do amazing things for their customers.
