Occupancy Planning jobs

• Banking & Finance
• Analyst
• Sydney
• Permanent / Full Time

21/5/2026

About the role
As the WFM Planning / Forecast Analyst (Scheduler), you are responsible for forecasting workload, developing staffing plans and producing schedules that balance customer demand, service level targets, productivity and employee experience. This role supports operational performance by analysing historical trends, monitoring key workforce metrics and partnering with leaders to ensure the right people are in the right place at the right time.

Key responsibilities

• Develop short, medium, and long-term workload forecasts using historical trends, business drivers, seasonality and planned activity
• Create and maintain schedules, rosters and shift patterns to support service level, occupancy and productivity targets
• Analyse call, case, or workload volume patterns and recommend staffing requirements by interval, team and skill group.
• Maintain workforce plans including shrinkage assumptions, leave, training, meetings and offline activities.
• Monitor forecast accuracy and effectiveness, and identify opportunities to improve planning assumptions and processes.
• Partner with operations leaders, team managers and support functions to communicate staffing risks, gap, and recommendations.
• Produce regular and ad hoc reporting on workforce performance, including forecast variance, schedule adherence, service level, occupancy and resource utilisation.
• Support scenario planning for new initiatives, campaigns, seasonal peaks and business changes.
• Maintain data integrity in workforce management systems and ensure schedule updates are completed accurately and on time.
• Contribute to continuous improvement initiatives across forecasting, scheduling, reporting and workforce planning practices.

About you

• Proven experience in workforce management, workforce planning or resource planning within a call centre or contact centre environment
• Experience working with contact centre KPIs such as service level, average speed of answer, average handling time, abandonment, occupancy and adherence.
• Strong understanding of forecasting methodologies, scheduling principles and real-time performance management.
• Demonstrated ability to interpret data, identify trends and translate analysis into practical operational actions.
• Strong stakeholder management skills, with the ability to influence operational leaders and collaborate across functions.
• Advanced Excel and reporting capability; experience with WFM platforms such as NICE, Verint, Calabrio or Genesys is highly desirable.
• Strong organisational skills, attention to detail and the ability to manage competing priorities in a fast-paced environment.

About us
Australian Mutual Bank has merged with Teachers Mutual Bank Limited and we are now part of the wider TMBL group, strengthening our ability to deliver meaningful value to members, support our communities, and create long‑term opportunity for our people.

At our Bank, social responsibility is built-in, not bolted on and drives our business practices, people, and products. We are proud to serve some of Australia's essential workers in education, emergency services and healthcare.

We believe they deserve a bank that does good for their community. We have been named one of the World's Most Ethical Companies for ten years in a row and are a Certified B Corp Bank.

Our employees embrace our organisation's values of passion, advocacy and sustainability, and contribute to a diverse and inclusive workplace culture founded on mutual respect, equality and a focus on striving to deliver exceptional member service. We are an Employer of Choice, promote Diversity and Inclusion, and follow EEO principles by appointing on merit