Details - Workforce Planning and Insights Analyst - Albion

Workforce Planning and Insights Analyst - Albion

Apply now Job no: 495275
Work type: Salary
Location: Brisbane - CBD & Inner Suburbs
Categories: Operations & Support

About Vita Group

Vita Group is an ASX listed company that strives to enhance people’s way of life across a range of brands, including Telstra, Sprout Accessories & Artisan Aesthetic Clinics.

Our point of difference lies in our ability to understand the needs of our customers and clients by taking the time to understand how we best create value for them and by doing so, provide holistic solutions that fulfil their needs and solve their challenges.


Reporting to the Customer Contact & Support Manager, the Workforce Planning & Insights Analyst is responsible for providing analysis of performance measures in the Vita Group Contact Centre. You will provide recommendations to deliver profit or cost savings to the contact centre and support in driving development activities.

The key duties and responsibilities of this role include, but are not limited to:

  • Create, maintain and distribute regular performance reporting including insights, analysis & recommendations
  • Make resource recommendations based on call volumes and key performance metrics
  • Conduct quarterly forecasting of call volumes and associated financial performance
  • Present detailed and simple information to key decision makers
  • Analyse various data sets to determine ongoing and upcoming trends while providing recommendations/insights
  • Provide operational support by providing analysis of customer feedback
  • Maintenance of contact centre reports
  • Identify and initiate projects that drive efficiency and increase profitability

To be successful in this role, you will meet the below criteria:

  • Experience in data processing and reporting (SQL Server – query and data extraction)
  • Demonstrated understanding of and experience in contact centre operations
  • Ability to apply a commercial lens to time management and task prioritisation
  • Exposure to Cognos & TM1 would be advantageous
  • University degree in Business, Data Management, IT or related discipline would be highly regarded (or equivalent industry experience)
  • Strong prong problem-solving and analytical skills,
  • Strong written and verbal communication skills


  • Discounts on products from our strategic partners
  • Salary packaging
  • Education allowance
  • Child Care allowance
  • A paid day off on your birthday
  • A paid day off to volunteer

Apply today or view our careers page at to learn further about our business and dynamic culture.

Advertised: E. Australia Standard Time
Applications close: E. Australia Standard Time

Back to search results Apply now Refer a friend

Share this:

| More

Candidate sign-in

Check on the progress of your application

Job Search

Search Filters

Work type




Telstra Retail