Workforce Analyst
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Tēnei tūranga – About the role
The Workforce Analyst is responsible for developing and maintaining Workforce Management systems, practices and procedures in order to optimise employee resource allocation across all Service Centre sites on a day to day basis.
The primary responsibility of the Workforce Analyst is to provide intra-day management support in particular, real-time monitoring of activity undertaken by Client Service Advisors.
Ngā herenga – Requirements of the role
Personal specifications
- Knowledge and experience of call centre operations, with an emphasis on intra-day management of scheduling and queue management.
- Ability to analyse data and use that data to inform operational decision making.
- Strong communication skills, both oral and written, including proven ability to produce clear and concise reports.
- Ability to build and maintain effective relationships with a diverse range of people.
- Strong interpersonal skills to be able to negotiate and influence decisions around resourcing.
- Knowledge and experience of computer systems and software, including spreadsheets and telephony literacy.
- Completed or demonstrated competence equivalent to ETITO National Certificate of Contact Centre Operations, Level 3 or intend to complete within 12 months.
- Must have the legal right to live and work in New Zealand.
Takohanga tuhinga o mua – Key accountabilities and deliverables
Delivers quality results which contribute to the Ministry’s outcomes
- Maintaining staff information and skill sets for effective management of technology.
- Providing real-time monitoring and support to the Service Centre to ensure staff and queue optimisation.
- Ensuring technology is always operating and responding to any problems quickly.
- Ensuring operational effectiveness through devising short-term tactics and strategies to keep customer wait times to a minimum, including individual and team tactics.
- Producing daily service level reports.
- Providing real-time monitoring and support to the Service Centre to ensure staff and queue optimisation
- Supporting the Team Leaders with real-time agent management.
The Workforce Analyst will be required to deliver results in the following areas:
- Ensuring staff rosters reflect actual availability of employees.
- Updating individual staff schedules to allow for approved changes on the day.
- Liaising with managers to ascertain which changes should be accounted for.
- Re-scheduling of cancelled and postponed events.
- Monitoring of employee adherence to their schedules.
- Management of leave, overtime and shift swapping systems.
- Supporting the Workforce Planning Lead with workforce forecasting and scheduling.
Wellbeing, health & safety
- Displays commitment through actively supporting all safety and wellbeing initiatives.
- Ensures own and others safety at all times.
- Complies with relevant safety and wellbeing policies, procedures, safe systems of work and event reporting.
- Reports all incidents/accidents, including near misses in a timely fashion.
- Is involved in health and safety through participation and consultation.
Tō tūranga i roto i te Manatū – Your place in the Ministry
The Workforce Analyst position reports to the National Manager, Service Centre, Engagement and Experience branch in the Te Whakatairanga Service Delivery business group.
To mātou aronga – What we do for Aotearoa New Zealand
Hīkina Whakatutuki is the te reo Māori name for the Ministry of Business, Innovation and Employment. Hīkina means to uplift. Whakatutuki means to move forward, to make successful. Our name speaks to our purpose, Grow Aotearoa New Zealand for All.
To Grow Aotearoa New Zealand for All, we put people at the heart of our mahi. Based on the principles of Te Tiriti o Waitangi / The Treaty of Waitangi, we are committed to upholding authentic partnerships with Māori.
As agile public service leaders, we use our breadth and experience to navigate the ever-changing world. We are service providers, policy makers, investors and regulators. We engage with diverse communities, businesses and regions. Our work touches on the daily lives of New Zealanders. We grow opportunities (Puāwai), guard and protect (Kaihāpai) and innovate and navigate towards a better future (Auaha).
Ngā matatau – Our competencies
Cultivates innovation We create new and better ways for the organisation to be successful by challenging the status quo generating new and creative ideas and translating them into workable solutions.
Nimble learning We are curious and actively learn through experimentation when tackling new problems by learning as we go when facing new situations and challenges.
Customer focus We build strong customer relationships and deliver customer-centric solutions by listening and gaining insights into the needs of the communities we serve and actively seeking and responding to feedback.
Decision quality We make quality and timely decisions that shape the future for our communities and keep the organisation moving forward by relying on an appropriate mix of analysis, wisdom, experience, and judgement to make valid and reliable decisions.
Action oriented We step up, taking on new opportunities and tough challenges with purpose, urgency and discipline by taking responsibility, ownership and action on challenges, and being accountable for the results.
Collaborates We connect, working together to build partnerships with our communities, working collaboratively to meet shared objectives by gaining trust and support of others; actively seeking the views, experiences, and opinions of others and by working co-operatively with others across MBIE, the public sector and external stakeholder groups.
Te Tiriti o Waitangi
As an agency of the public service, MBIE has a responsibility to contribute to the Crown meeting its obligations under Te Tiriti o Waitangi (Te Tiriti). Meeting our commitment to Te Tiriti will contribute towards us realising the overall aims of Te Ara Amiorangi – Our Path, Our Direction, and achieve the outcome of Growing New Zealand for All. The principles of Te Tiriti - including partnership, good faith, and active protection – are at the core of our work. MBIE is committed to delivering on our obligations as a Treaty partner with authenticity and integrity and to enable Māori interests. We are committed to ensuring that MBIE is well placed to meet our obligations under the Public Service Act 2020 (Te Ao Tūmatanui) to support the Crown in strengthening the Māori/Crown Relationship under the Treaty and to build MBIE’s capability, capacity and cultural intelligence to deliver this.
Mahi i roto i te Ratonga Tūmatanui – Working in the public service
Ka mahitahi mātou o te ratonga tūmatanui kia hei painga mō ngā tāngata o Aotearoa i āianei, ā, hei ngā rā ki tua hoki. He kawenga tino whaitake tā mātou hei tautoko i te Karauna i runga i āna hononga ki a ngāi Māori i raro i te Tiriti o Waitangi. Ka tautoko mātou i te kāwanatanga manapori. Ka whakakotahingia mātou e te wairua whakarato ki ō mātou hapori, ā, e arahina ana mātou e ngā mātāpono me ngā tikanga matua o te ratonga tūmatanui i roto i ā mātou mahi.
In the public service we work collectively to make a meaningful difference for New Zealanders now and in the future. We have an important role in supporting the Crown in its relationships with Māori under the Treaty of Waitangi. We support democratic government. We are unified by a spirit of service to our communities and guided by the core principles and values of the public service in our work.
What does it mean to work in Aotearoa New Zealand’s Public Service?(external link) — Te Kawa Mataaho The Public Service Commission
