Business Performance, Analytics & Reporting Specialist

The Senior Workforce Analyst plays a key role in aligning workforce supply with business demand through accurate forecasting, capacity planning, and performance reporting. The Senior Workforce Analyst is responsible for driving end-to-end workforce management (WFM) excellence across Contact Center operations by delivering accurate forecasting, optimized scheduling, and actionable data insights. By delivering timely insights and scenario analysis, the role supports informed decision‑making, service reliability, and cost control ensuring optimal alignment between customer demand, operational capacity, and business performance objectives.

• This role will lead in identifying, gathering, ideating, designing various Data Analysis requirements and being responsible for delivering solutions that support business units in decision making from a Workforce Management perspective.

• Identify, drive, and deliver projects and initiatives to help improve efficiencies, improve customer experience, and reduce risk for Ops business unit.

• Responsible for accurate Long-Range and Short-Range forecasting through various Models.

• This role will primarily be an Individually Contributor role but may evolve to a People Leader Role in future.

• Data collection, cleaning, analysing and visualising various types of Analysis requirements

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

• Forecast customer demand and workforce requirements by analysing trends, seasonality, and business drivers to deliver accurate short-, medium-, and long-term forecasts.

• Develop capacity plans and staffing strategies that balance customer experience, service levels, operational performance, and cost efficiency across multiple channels.

• Optimize schedules and intraday workforce performance by ensuring the right resources are in place to meet demand while improving adherence, occupancy, and productivity.

• Deliver actionable workforce insights and performance analytics through dashboards, reporting, and root-cause analysis to support data-driven decision-making.

• Partner with stakeholders across Operations, Finance, and Leadership to provide workforce insights, strategic recommendations, and data-driven decision support.

• Drive continuous improvement and workforce planning maturity by enhancing forecasting models, automation, reporting frameworks, and WFM best practices.

• Leverage WFM technologies and maintain data governance by utilizing workforce management tools, ensuring data accuracy, and supporting system enhancements and process documentation.

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

• Strong Contact Centre WFM expertise with hands-on experience in forecasting, scheduling, capacity planning, and managing key performance metrics such as Service Level, ASA, Occupancy, Utilisation, Shrinkage, and Abandonment.

• Advanced forecasting and analytical skills, including trend and seasonality modelling, variance analysis, forecast accuracy measurement (MAPE), scenario modelling, and data-driven decision-making.

• Excellent data, reporting, and visualisation capabilities, with advanced proficiency in Excel, strong SQL skills, and experience building impactful dashboards using Power BI, Tableau, or Qlik.

• Hands-on experience with leading WFM platforms such as NICE, Verint, Genesys, or Aspect, including forecast configuration, schedule optimisation, and real-time workforce management.

• Strong stakeholder management and communication skills, with the ability to translate complex data into clear business insights and influence operational and leadership decisions.

• A proactive problem-solving mindset, with the ability to identify root causes, navigate ambiguity, and drive continuous improvement in fast-paced contact centre environments.

• Mimnimum 10+ years of relevant experience in Workforce Management within a Contact Center Environment

'Good to have' knowledge, skills, and experiences.

• Experience with advanced analytics and automation tools such as Python or R, including predictive modelling and machine learning techniques to enhance forecasting accuracy.

• Knowledge of multi-channel workforce planning, including Chat, Email, Back-office, and Blended operations, with an understanding of channel concurrency and customer interaction models.

• Exposure to workforce planning's commercial impact, including cost optimisation, budgeting, FTE planning, cost-to-serve modelling, and workflow/process redesign initiatives.