Resource Management Analyst

About the Opportunity

We have an exciting opportunity for a Resource Management Analyst to join our Resource Management team. This role is essential in aligning workforce capacity with forecast demand, ensuring both customer-facing and back-office teams are supported to deliver service outcomes across multiple channels efficiently and sustainably.

As a Resource Management Analyst, you will lead forecasting, workforce planning, and capacity management activities that enable the business to balance customer demand, operational performance, and cost efficiency. Partnering with operational leaders and stakeholders across a portfolio of Retail businesses, you will provide actionable insights, identify emerging trends, and develop workforce strategies that ensure the right resources are in the right place at the right time. Through data-led decision-making, you will help drive customer, employee, and commercial outcomes across both customer-facing and back-office operations.

This is a hands-on workforce management role suited to someone who enjoys working with data, translating insights into meaningful recommendations, and balancing competing operational priorities in a fast-paced environment.

Key responsibilities include:

• Developing accurate short, medium and long-term forecasts across inbound, outbound, webchat and back-office channels
• Working with stakeholders to understand business drivers, assumptions and upcoming changes that may impact demand and resourcing requirements
• Creating and optimising rosters and schedules aligned with forecast demand, customer needs and commercial objectives
• Managing planned and unplanned activities, including training, meetings, leave and resource requests
• Analysing business performance, customer demand, call drivers, seasonal trends, marketing campaigns and operational impacts
• Providing clear insights and recommendations to improve customer experience, workforce utilisation and business performance
• Supporting capacity planning, recruitment recommendations and real-time workforce management activities
• Building strong stakeholder relationships and clearly communicating workforce management concepts, assumptions and recommendations
• Contributing to process improvements, workforce planning initiatives and the Resource Management community of practice
• Maintaining workforce management processes, documentation and standard operating procedures in line with industry best practice

About You

You’re an analytical and highly organised workforce management professional who is comfortable working with complex data, competing priorities and changing business requirements. You can translate workforce data into practical insights and confidently communicate your recommendations to a range of stakeholders.

You bring strong attention to detail, sound judgement and a customer-focused approach. You enjoy working collaboratively across teams while taking ownership of your portfolio and delivering accurate, timely outcomes.

You enjoy working with data, take pride in accuracy and can work effectively both independently and as part of a collaborative team. Experience in workforce management, resource planning, rostering or scheduling would be highly regarded but is not essential.

You will bring:

• Proven experience in forecasting, scheduling, rostering, and workforce modelling using Aspect WFM
• 3+ years’ experience in Workforce Management preferred
• Strong understanding of Workforce Management principles and methodologies
• Experience supporting outbound and back-office operations, including capacity planning
• Advanced skills across the Microsoft Office suite, particularly Excel
• Exposure to Genesys telephony systems preferred
• Experience using Salesforce
• Strong analytical and problem-solving skills, with the ability to translate workforce data into practical insights and recommendations
• Strong stakeholder management and communication skills, with the ability to clearly explain workforce assumptions, impacts and recommendations
• Excellent organisational skills, attention to detail and the ability to manage competing priorities
• A collaborative, customer-focused approach and commitment to delivering accurate and timely outcomes

Applications will close on Tuesday, 3 November 2026.

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