Introduction Are you passionate about using data to drive smarter workforce planning and improve member experience? We’re looking for a Resource & Reporting Analyst to join our team and help shape how we plan, schedule, and support our frontline teams. This is a great opportunity for someone with experience in contact centre planning who’s ready to take the next step: digging into data, exploring new ways to use existing tools, and starting conversations that lead to meaningful change. In this role, you’ll use data insights to forecast demand, build effective rosters, and identify opportunities for continuous improvement. Working closely with internal stakeholders, monitoring real-time performance, and contribute to initiatives that enhance service delivery and support strategic goals. You’ll also help identify gaps in data and planning capability, explore how we can better forecast future member demand, and drive improvements by making the most of the tools we already have. Description What you’ll do: Plan and schedule frontline teams to support member experience and operational goals Design and deliver operational forecasts aligned with service levels and business needs Monitor real-time performance across channels and adjust resourcing as needed Build and optimise rosters using Workforce Management tools and data insights Analyse telephony, speech analytics, and BI reports to identify efficiency opportunities Deliver and enhance reporting to support operational and strategic initiatives Identify and implement improvements in capacity management and forecasting Collaborate with internal stakeholders to drive continuous improvement What you’ll bring: Hands-on exposure to rostering, forecasting, and managing work volumes Strong analytical skills with the ability to turn data into actionable insights A collaborative mindset and the ability to build strong working relationships Problem-solving skills and attention to detail A proactive approach to identifying opportunities and driving improvements Skills And Experiences What you’ll need to have 3–5 years’ experience in workforce planning, resource analysis, or a similar role Demonstrated ability to use data to inform decisions and improve efficiency Familiarity with Workforce Management systems and contact centre technologies A degree in Business, Analytics, or a related field or equivalent practical experience Full working rights in Australia and the ability to complete a National Police Check Application Process: To apply, please submit your resume and a cover letter outlining your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application and potentially welcoming you to our team at LeavePlus.
