Senior Workforce Analyst

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 aligns workforce supply with business demand through accurate forecasting, capacity planning, and performance reporting. The role drives end-to-end WFM excellence across Contact Centre operations by delivering precise forecasts, optimized scheduling, and actionable insights to support decision-making, service reliability, cost control, and business performance.

• Lead data analysis design and delivery to support workforce management decisions
• Drive initiatives to improve efficiency, customer experience, and reduce risk
• Own accurate long- and short-range forecasting using various models
• Individual contributor role with potential to evolve into a leadership position
• Manage end-to-end data activities including collection, analysis, and visualization

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 Location: Bengaluru

Role Type: Permanent

What will your day look like?

• Drive productivity through improved workforce planning, utilisation, and performance discipline
• Support conversion of capacity gains into business outcomes
• Track productivity improvement against program targets
• Lead workforce management and capability uplift initiatives
• Partner with leaders to enhance workflow, planning, and operational routines
• Support capability building (training, coaching, on-the-job embedding)
• Ensure consistent use of workforce and capability frameworks
• Identify risks from weak adoption or lack of behaviour change
• Escalate issues impacting delivery or productivity
• Reinforce disciplined operations and controls
• Coach teams on workforce management, performance routines, accountability
• Bridge design (frameworks/insights) and execution
• Build sustainable team capability beyond the program

What will you bring?

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

• Strong hands-on experience in Contact Center WFM (Forecasting, Scheduling, Capacity Planning)
• Occupancy, Shrinkage, Utilization. Queue dynamics and Erlang principles
• Ability to build and refine forecasting models (time series, trend/seasonality adjustments)
• Strong experience in Variance analysis / MAPE tracking, Scenario modelling (“what-if” simulations) and High level of data interpretation and critical thinking
• Advanced proficiency in Excel (mandatory) — complex formulas, pivot tables, data modelling, Power Queries, SQL — querying large datasets
• Experience in data visualization tools: Power BI / Tableau/ Qlik (building dashboards, storytelling)
• Hands-on experience with at least one major WFM platform: NICE / Verint / Genesys / Aspect
• Strong understanding of: Forecast configuration, Schedule optimization, Real-time/intraday adjustments
• Structured problem-solving mindset (hypothesis-driven, data-led)

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

• Experience with: Python / R for forecasting or automation, Predictive modelling / machine learning (e.g., volume drivers, churn impact)
• Experience forecasting and planning for: Chat, Email, Back-office, Social, Blended queues, understanding of channel switching and concurrency models
• Ability to link WFM outputs to: Cost optimization, Budgeting and FTE planning, understanding of cost-to-serve models
• Exposure to: WFM tool implementations or migrations, Operating model transformation projects
• Bachelor’s degree in one of the following (or related fields): Statistics, Mathematics, Operations Research, Business Analytics / Data Science
• 8–10+ years of experience in Workforce Management within operational/contact centre environment

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.

To find out more about working at ANZ visit https://www.anz.com/careers/. You can apply for this role by visiting ANZ Careers and searching for reference number 118279.

Job Posting End Date

29/06/2026, 11.59pm, (Melbourne Australia)