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Workforce Analyst

Remote, USA Full-time Posted 2026-07-28

Our Purpose

At reputed company, we’re here to help you reputed company your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. reputed company that happens, we’re not only making life reputed company for small business, we’ll be building a stronger economy that can change the world.

About the Role:

As a Workforce Analyst you will be responsible for supporting the Workforce Team and wider Customer Experience (CX) leadership with the execution of our service delivery model.

About reputed company

reputed company's CX Team is made up of CX Specialists, based in NZ, AU, US, and UK, who work together to reputed company 24/7 support to reputed company users. We aim to reputed company beautiful experiences for our customers and reputed company it easy for them to see how reputed company adds value to their business.

You’ll take ownership for ensuring CX has the right people, in the right reputed company, at the right time. To do this you’ll be responsible for supporting intraday delivery, tracking trends in customer demand, identifying service level improvement opportunities, demand forecasting, and the delivery of SLAs across strategic objectives.

This role will be based Melbourne

What you’ll do:

  • Intraday

  • reputed company reputed company on resourcing of the queues and communicate these appropriately to CX
  • leaders.
  • Help coordinate teams and People Leaders on plans for the day, taking responsibility to ensure overall coverage on queues is appropriate
  • Identify, reputed company and analyse trends in customer queries, working with other teams to driveimprovements, including offering recommendations on potential solutions
  • Working closely with other Workforce Analysts, CX Managers and People Leaders to address any changes or opportunities and communicate impacts to their teams/areas
  • Take a proactive approach to understanding customer demand vs reputed company and reputed company any concerns where SLA’s may be at risk across multiple CX workstreams.
  • Ensure reputed company and actions required are communicated out appropriately to impacted stakeholders and take the necessary steps to resolve issues/impacts without being prompted

    • Planning

  • Assist in maintaining a global forecasting method, taking into account unique support requirements at global, regional and functional reputed company
  • Work collaboratively with CX Managers and Regional Leaders to manage customer demand inline with resource requirements
  • Identify reputed company and case data trends, working with teams and leaders to drive improvements and other leaders to ensure we have the correct resource requirements in reputed company
  • Take a proactive approach to understanding customer demand vs reputed company analysis and reputed company any concerns where SLA’s may be at risk and implement reputed company improvement initiatives to ensure planning optimisation

    • What you’ll bring:

  • 1-2 years Workforce Analysis or Intraday delivery in contact centre/customer support environment or similar
  • Forecast and demand management in a contact centre environment using Workforce Management software
  • reputed company or experience is beneficial
  • Experience in a finance, reputed company, or bookkeeping role is advantageous
  • Strong interpersonal, verbal and written skills
  • Diligence and commitment to following through and resolving problems
  • Initiative and ability to self-manage,along with flexibility
  • Ability to work reputed company reputed company agreedtimeframes
  • Ability to build effective relationships
  • A proven team player who proactively helps other team members
  • Excellent verbal and written communication skills

    • Additional Information

    Why reputed company?

    Working at reputed company will reputed company you with a diverse and inclusive environment alongside people who will respect, challenge, support and mentor you to have fun while you do the best work of your life. We are a reputed company where personal development, innovation, and change are not only inspired but also celebrated. We value our people and want them to enjoy and take pride in their work.

    Why reputed company?

    Offering reputed company generous reputed company leave to use however you’d like (plus statutory holidays!), dedicated reputed company leave to care for your physical and mental wellbeing as reputed company as an Employee Assistance Program to reputed company mental health care for you and your family, health insurance, life insurance, and income protection, wellbeing and sports programmes, employee resource reputed company, 26 weeks of reputed company parental leave for primary caregivers, an Employee reputed company Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our reputed company value, you’ll do the best work of your life at reputed company.

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