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Workforce Planning Analyst at Tyro

Surry Hills, NSW

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Launching in 2003, Tyro has grown to become Australia’s largest EFTPOS provider of all ADIs outside the big four banks. With over 475 staff, $20.1 billion in transactions in FY20, we’re much more than an EFTPOS provider – Tyro is an Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA). With 10 industry firsts to market, Tyro is a leader in credit, debit and EFTPOS card acquiring, Medicare and private health fund claiming and rebating services to Australian businesses. Find out how you can be a part of the Tyro journey today.

About the role

The Workforce Planning Analyst will become the subject matter expert for workforce planning at Tyro. You will work closely with the other Customer Analysts and broader Customer team to build from the ground up a centre of excellence in contact centre analytics and workforce planning.
 
You'll bring your existing expertise in telephony systems to enrich the Customer reporting suite and improve the operational efficiency and scalability of the Customer department. Your broader remit will include servicing data requests, customer analytics, reporting and insights; and contributing to the overall data strategy while working with and supporting Tyro's broader team of data scientist and analysts.

This role will allow you to develop a strong understanding of acquiring and banking, business processes and apply your solid analytical skills to large datasets. Equipped with this knowledge, you will play an essential part in scaling and enhancing Tyro's customer journey.

What you'll do

  • End to end management of workforce plans by incorporating business strategies, service goals, and human capital requirements
  • Partner with the business and lead initiatives that reduce the cost to serve metric
  • Deliver the optimal schedule coverage for our merchants and create the needed mechanisms and reports to monitor performance
  • Develop and implement new business metrics and reporting to create the CoE of contact centre analytics
  • Acts as a link between the contact centre and the business to continually provide feedback on how to align our planning process to reality
  • Partnering with our Customer teams and border stakeholders to deliver data and reports that influence decisions, performance and drive customer engagement
  • Use tools like Alteryx, Tableau, SQL Workbench and whatever else you need to gather, analyze data to develop insights and inform decisions
  • Utilize data to create visuals that tell a compelling business story to non-technical users
  • Synthesize results of quantitative and qualitative analyses into key trends, implications, and recommendations
  • Develop content that will support/be included in executive-level presentations and reports to communicate and achieve buy-in for strategic recommendations
  • Support Tyro value of 'Wowing the Customer' by identifying new opportunities to improve operational excellence, productivity, business processes and service delivery, in conjunction with internal stakeholders

Risk Management

  • Responsible for the identification and management of risk in day to day responsibilities.
  • Comply with Tyro policies and procedures including completing mandatory training within the required timeframes.
  • Role model positive risk behaviours and contribute towards a strong risk culture at Tyro.

More about you

  • A deeply analytical and strategic mind
  • Understanding of how a high performing workforce planning function operates
  • Comfortable and experienced in fostering and developing a function from its grassroots
  • Demonstrated experience collaborating with other highly technical team members
  • Solid understanding of relational databases and experience with SQL
  • Business leader who thrives in a dynamic environment
  • Persistence and resilient in their approach to business
  • Enjoys a balance between strategic thinking and tactical execution, enjoys rolling up their sleeves and getting their hands dirty
  • Ability to prioritize competing demands and balance the needs of our staff, our customers and our business
  • Thrives in working in ambiguous environments and bringing structure to the chaos
  • Has a keen ability to herd the cats and drive execution via influence in broad stakeholder groups
  • Professional leader/presenter – able to engage up to C-level executives, but also loves to spend time motivating / challenging/mentoring their team members and building credibility by rolling up their sleeves
  • Ability to influence and manage multiple organizational stakeholders to balance the needs of our customers and business

What you'll need

  • 3+ years of experience in a demand-driven customer support environment
  • 3+ years of experience in a Workforce Management related field such as scheduling, capacity planning, real-time analytics, or workforce planning
  • 1+ years of experience building and analysing models using various statistical tools for forecasting and optimisation
  • 3 + year of experience working with various data wrangling and visualisation tools (Alteryx, Tableau or other related BI reporting tools).
  • Experiences with AWS Connect and Verint desired but not essential

Why work for us

We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.

🎥 Take a look here what it's like to work at Tyro

Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of banking for Australia businesses.

Our almost 500 strong team of Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. We offer some amazing employee benefits such as a generous learning & development budget for training for professional and personal development, 16 weeks paid primary carers leave, 3 weeks paid secondary carers leave, annual team based volunteer day, novated leasing, and not to mention our multiple craft beer kegs (selection of beers carefully selected by our beer connoisseurs), wide selection of wine, variety of snacks and a ping pong table, selection of board and video games and an awesome rooftop area for socialising, all available to be enjoyed. 

Privacy and Submitting your Application

By proceeding to submit your application, you acknowledge that you have read and understood Tyro’s Privacy Policy (www.tyro.com/privacy-policy/) and Privacy Statement & Consent for Job Applicants (www.tyro.com/privacy-statement-job-applicants/) and consent to Tyro collecting, using, holding and disclosing your personal information in accordance with these policies.

Tyro does not accept unsolicited agency CV’s.  Please do not forward resumes to the team if you are not one of our listed preferred recruitment partners. Tyro is not responsible for any fees related to unsolicited resumes.    

About Tyro

Office address

  • 2 Lacey Street, Surry Hills, NSW, 2010

Company size

201-500 people

Founded in

2003

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