Contact Centre Schedule Analyst

Job description

Ko Mātou – About Us Kia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. 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. Mō te tūranga - About the role As a Schedule Analyst in our Planning and Workforce team, you will play a critical role in developing and maintaining efficient, customer-focused resource schedules. Your work will ensure we consistently meet customer needs while minimising operational impacts and optimising business performance. You’ll take a proactive approach to planning a variety of workforce activities, using data and insights to enhance the customer experience and drive efficiency. Through detailed analysis and well-informed recommendations, you’ll support both frontline leaders and senior leadership in achieving strategic goals and delivering exceptional service outcomes. 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 : Auckland or Wellington Role Type: Permanent, Fulltime Ka aha tō rā e kite ai? - What will your day look like? The Schedule Analyst role is a critical part of ensuring we have the right people, in the right place, at the right time to deliver great customer outcomes. You'll use workforce planning insights, scheduling expertise, and strong stakeholder relationships to balance customer demand, employee experience, and operational performance. Some of your day-to-day activities may include: Designing, building and continuously optimising workforce schedules that balance customer demand, service delivery and operational efficiency. Coordinating training, meetings, leave and other off-task activities to minimise 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. This role offers the opportunity to make a real impact on both customer and employee experiences, using data-driven insights to influence workforce performance and support the success of our Contact Centre operations. Ōu Pūkenga? - What will you bring? To grow and be successful in this role, you'll ideally bring a mix of workforce planning expertise, analytical capability, and strong stakeholder management skills, including: 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. He aha te take e uru ai koe ki a mātou? - So, why join us? From the moment you join ANZ, you'll be part of a work whānau striving towards a common purpose: shaping a world where communities thrive. But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and community you need to take the next big step in your career. We're a diverse community at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to wellbeing services and discounts on selected products and services from ANZ and more. At ANZ you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of Aotearoa New Zealand's communities and this is one of the reasons that has inspired us to develop a multi-year Te Ao Māori Strategy called Tākiri-Ā-Rangi. This includes increasing representation of Māori and Pasifika people at ANZ. Join us and get involved in one of our affinity networks which help us to better understand and meet the needs and interests of our increasingly diverse workforce. Kua wātea te katoa ki te tono. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with an access requirement or disability, let us know how we can provide you with additional support. To find out more about working at ANZ visit .You can apply for this role by visiting ANZ Careers and searching for reference number 122038. Te Rā Ōtinga - Job Posting End Date 17/09/2026, 11.59pm, (Melbourne Australia)