WORKFORCE ANALYST

About Us

At TSA Group, we design and deliver contact centre solutions for some of the world’s leading brands. We create experiences that people love, by revolutionising the way they connect with brands. Our work spans multiple industries, including telco, logistics, insurance, automotive, travel, and government. With over 5,000 dedicated professionals across Australia, New Zealand, and the Philippines, we ensure that every interaction is meaningful and impactful.

We have a team of talented technology experts and customer experience consultants that work hand in hand to create this seamless and genuinely enjoyable customer journey. Our technology experts build the tech that enables our clients to deliver great experiences for their customers, and our consultants work to provide a tailored and considered approach to customer service and sales.

Company Description

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the countrys largest brands, across eight call centres in Australia and internationally.

We’re a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

Job Responsibilities

The Workforce Administrator is responsible for actioning changes in our workforce management systems, including staff changes, roster changes, and maintenance of agent leave and activity records. Reporting and Analysis also form part of the Workforce Administrator role.

• Action new staff requests and induction groups
• Action staff changes, including team and employment status changes.
• Action staff termination requests
• Work with the Workforce Planner to create accurate rosters that meet the business needs
• Maintain rosters in line with business and staff requests.
• Analysis of data and reporting to identify emerging trends and anomalies, in order to communicate to workforce planner.
• Analysis of data and reporting to identify business opportunities and continuous improvement
  
  

Qualifications

• Minimum of 3 years of experience as Work Force Analyst (Scheduling, Forecasting & Capacity Planning)
• Well versed in workforce planning methodology.
• Highly skilled with WFP scheduling software.
• Demonstrable experience of effectively engaging with the business.
• Build relationships quickly with key internal and external business partners.
• Be Proactive versus reactive in anticipating workforce needs.
• Rise to a challenge and thrive in a fast paced demanding environment.
• A minimum of one years experience in a workforce planning related roles with previous experience producing reports and analysing data.
• Advanced Microsoft Excel skills.
• Mid level to advanced experience using Microsoft office software.
• Able to demonstrate logical reasoning and the ability to communicate complex information.
• A customer service orientation.
• Can-do attitude.
• Strong analytical skills
  
  

Additional Information

Want to know more? Check out our social media pages:

Website: https://tsagroup.com.au/

Instagram: tsa_group_

LinkedIn: https://www.linkedin.com/company/tsa-group-australia/

TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage. Join us and be part of a team that values and respects every individuals unique contributions.

Stay vigilant against fraudulent job offers. We never ask for financial details during our recruitment process and legitimate communication will come from official TSA Group email addresses (e.g. @tsagroup.com.au). Your safety matters. If you receive a suspicious job offer, do not respond and report it to tsatalent@tsagroup.com.au.

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