Workforce Manager Melbourne, Australia

vor 2 Wochen


Melbourne, Österreich Tbwa ChiatDay Inc Vollzeit

Are you a workforce strategist with a passion for creating silky smooth work rosters? Join Easygo and help arrange our work schedules for 4 customer service teams What's in it for you?
Are you a data-driven strategist with a passion for creating silky smooth work rosters? Do you thrive in a dynamic environment where every day brings new challenges and opportunities to make an impact? Then we may have the perfect role for you We are on the lookout for a new Workforce Manager who will optimize our Customer Service Operations to deliver well-organised work schedules for multiples teams. This role will see you develop and implement workforce management strategies to ensure optimal staffing levels based on forecasted call volumes and service level targets. You will also analyze historical data and trends to create accurate forecasts for staffing needs. You will join a growing workforce of 400+ at one of Australia's fastest-growing businesses
Your role with us: The Workforce Manager is responsible for optimising contact centre operations by managing workforce planning, scheduling, and performance analysis. This role ensures that the contact centre is adequately staffed to meet service level agreements (SLAs) while maintaining high levels of employee engagement and productivity. You will create and manage agent schedules that align with forecasted workload and business needs, as well as adjust schedules in real-time to accommodate unplanned absences or spikes in call volume. This role will see you design, create and manage the rosters of 4 customer service teams, and will see you work closely with each individual team lead and the Customer Operations Manager.
What you will do:Workforce Planning:
- Develop and implement workforce management strategies to ensure optimal staffing levels based on forecasted call volumes and service level targets.
- Analyze historical data and trends to create accurate forecasts for staffing needs.
Scheduling:
- Create and manage agent schedules that align with forecasted workload and business needs.
- Adjust schedules in real-time to accommodate unplanned absences or spikes in call volume.
Performance Analysis:
- Monitor and analyze key performance indicators (KPIs) such as service levels, occupancy rates, and average handling time.
- Provide regular reports and insights to management regarding workforce efficiency and effectiveness.
Employee Management:
- Collaborate with team leaders and supervisors to assess agent performance and identify training or development needs.
- Promote a positive work environment that fosters employee engagement and retention.
Tools and Technology:
- Utilize workforce management software to streamline scheduling, forecasting, and reporting processes.
- Stay updated on industry best practices and technologies to enhance workforce management capabilities.
Cross-Functional Collaboration:
- Work closely with operations, training, and HR teams to align workforce strategies with business objectives.
- Participate in leadership meetings to discuss operational performance and strategic initiatives.
Continuous Improvement:
- Identify opportunities for process improvements and efficiency gains within the workforce management function.
- Implement and manage initiatives aimed at enhancing service quality and operational performance.
What you will bring:Bachelor's degree in Business Administration, Human Resources, or a related field.Minimum of 3 years of experience in workforce management within a contact center environment.Proficiency in workforce management software (e.g., NICE, Verint, Aspect, Playvox).Strong analytical skills and experience with data analysis tools (e.g., Excel, Tableau).Excellent communication and interpersonal skills.Ability to work collaboratively and influence cross-functional teams.Strong organizational and problem-solving skills.Experience with forecasting and modeling.Bonus points if you also have:Sports & Gambling knowledge advantageous.Cryptocurrency knowledge would be advantageous.Proficient with Google Suite (Drive, Spreadsheets, Docs), Slack, Jira & Intercom.Experience in project management or process improvement.Knowledge of data visualization tools (e.g. Tableau).Strategic thinking and decision-making.Adaptability to changing business needs and priorities.Strong leadership abilities and team management skills.Detail-oriented with a focus on accuracy and quality.Some of the perks of working for us:EAP access for you and your family.Access to over 9,000 courses across our Learning and Development Platform.Two full-time baristas who will make your daily coffee, tea or fresh juiceDaily catered breakfast.Massage Wednesdays - we get professionals to do thisTeam lunches and happy hour in the office from 4pm on Fridays.Fun office environment with pool tables, table tennis and all your favourite gaming consoles.Help yourself drinks fridges and snack shelves."We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant."
We believe that the unique contributions of everyone at Easygo are the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. We are passionate about providing a workplace that encourages great participation and an equal playing field, where merit and accomplishment are the only criteria for success.
Apply for this job
#J-18808-Ljbffr



  • Melbourne, Österreich Tbwa ChiatDay Inc Vollzeit

    Are you a workforce strategist with a passion for creating silky smooth work rosters? Join Easygo and help arrange our work schedules for 4 customer service teamsWhat's in it for you?Are you a data-driven strategist with a passion for creating silky smooth work rosters? Do you thrive in a dynamic environment where every day brings new challenges and...


  • Melbourne, Österreich Tbwa ChiatDay Inc Vollzeit

    Are you a workforce strategist with a passion for creating silky smooth work rosters?Join Easygo and help arrange our work schedules for 4 customer service teams What's in it for you?Are you a data-driven strategist with a passion for creating silky smooth work rosters?Do you thrive in a dynamic environment where every day brings new challenges and...

  • Ey | Manager

    vor 2 Wochen


    Melbourne, Österreich Tideri Jobbörse Vollzeit

    Manager - Workforce Advisory – People Consulting What if we didn't focus on who you are now, but who you could become?At EY we believe that whoever you are, your uniqueness helps us stand apart.We bring together extraordinary people, like you, to build a better working world.The Team: People and Workforce If you enjoy working in fast-paced environments...


  • Melbourne, Österreich St Vincent'S Health Australia Vollzeit

    Current jobs related to Associate Director of Nursing Workforce - Melbourne - St Vincent's Health Australia St Vincent's Health Australia Melbourne Full time Description · and Critical Job Demands Checklist: Contact Details: · CNO Jacqui Bilo | u Alternate Contact: · Closing Date: · 11 August 2024 11:59pm Reconciliation Action Plan: · Code of Conduct:...


  • Melbourne, Österreich Tideri Jobbörse Vollzeit

    Are you a workforce strategist with a passion for creating silky smooth work rosters?Join Easygo and help arrange our work schedules for 4 customer service teamsWhat's in it for you?Are you a data-driven strategist with a passion for creating silky smooth work rosters?Do you thrive in a dynamic environment where every day brings new challenges and...

  • Workforce Coordinator

    Vor 2 Tagen


    Melbourne, Österreich Melbourne Archdiocese Catholic Schools Early Years Education Vollzeit

    Join Our Team as a Workforce Coordinator!As Workforce Coordinator at MACSEYE, you'll play a pivotal role in ensuring our services run smoothly and efficiently. You'll oversee casual staffing and workforce management across our dynamic network, ensuring we deliver on our commitments.In this role, you'll collaborate with Service Coordinators, Area Managers,...

  • Workforce Coordinator

    vor 16 Stunden


    Melbourne, Österreich Melbourne Archdiocese Catholic Schools Early Years Education Vollzeit

    Join Our Team as a Workforce Coordinator! As Workforce Coordinator at MACSEYE, you'll play a pivotal role in ensuring our services run smoothly and efficiently.You'll oversee casual staffing and workforce management across our dynamic network, ensuring we deliver on our commitments.In this role, you'll collaborate with Service Coordinators, Area Managers,...


  • melbourne, Österreich Tideri Jobbörse Vollzeit

    Are you a workforce strategist with a passion for creating silky smooth work rosters?Join Easygo and help arrange our work schedules for 4 customer service teamsWhat's in it for you?Are you a data-driven strategist with a passion for creating silky smooth work rosters?Do you thrive in a dynamic environment where every day brings new challenges and...

  • Brand Ambassador

    vor 4 Wochen


    Melbourne, Österreich Assistant Store Manager Vollzeit

    Brand Ambassador - New South Wales, Australia - Assistant Store ManagerAbout the RoleWe are seeking a motivated and enthusiastic Assistant Store Manager to lead our team at Bras N Things Bondi Junction Store.This is a full-time position working 38 hours/week across a Sunday-Thursday roster.Key Responsibilities Lead by example to create memorable, honest, and...

  • Wealth Manager

    vor 2 Monaten


    Melbourne, Österreich Click And Connect Online Limited Vollzeit

    Position: Wealth Manager Location: Melbourne, Australia Employment Type: Full-Time About the Role: My client, a premier financial services firm, is seeking an experienced and highly motivated Wealth Manager to join their dynamic team in Melbourne, Australia.This role is pivotal in providing tailored financial advice and wealth management solutions to...


  • Melbourne, Österreich Tideri Jobbörse Vollzeit

    New opportunity to step into the role of General Manager, and lead our Melbourne Central team through the provision of leadership & strategic guidance.20th November, 2024 Full Time position based at UniLodge Melbourne Central Leadership and strategic responsibilities including leading a small team Join a business with genuine focus on learning & development...

  • Chief Radiographer

    vor 3 Wochen


    Melbourne, Österreich Lumus Imaging Vollzeit

    Chief Radiographer - Melbourne, Australia - Lumus ImagingDescription Join Lumus Imaging as a Chief Radiographer.Lead teams at BUPA Docklands and BUPA Dandenong.Oversee 10 radiographers, ensuring smooth operations and top-notch patient care.Plan and manage workforce requirements, develop and mentor staff, and provide clinical guidance.Ensure outstanding...

  • General Manager

    vor 3 Wochen


    Melbourne, Österreich University of Melbourne Employees, Location, Alumni Vollzeit

    Position Number:0043332Oversee the delivery of financial, human resources, OHS, administrative, and IT systems and processes of the departmentCombine your leadership expertise and passion for sport and recreation within a world-class institutionSalary packaging, subsidised health and wellbeing services, fitness and cultural clubs, Myki discounts, and a 25%...

  • Wealth Manager

    vor 2 Monaten


    Melbourne, Österreich Independent Resourcing Consultancy Ltd Vollzeit

    Position: Wealth ManagerLocation: Melbourne, AustraliaEmployment Type: Full-Time About the Role:My client, a premier financial services firm, is seeking an experienced and highly motivated Wealth Manager to join their dynamic team in Melbourne, Australia. This role is pivotal in providing tailored financial advice and wealth management solutions to...

  • Wealth Manager

    vor 2 Monaten


    Melbourne, Österreich Tideri Jobbörse Vollzeit

    Position: Wealth ManagerLocation: Melbourne, Australia Employment Type: Full-Time About the Role: My client, a premier financial services firm, is seeking an experienced and highly motivated Wealth Manager to join their dynamic team in Melbourne, Australia.This role is pivotal in providing tailored financial advice and wealth management solutions to...

  • Wealth Manager

    Vor 4 Tagen


    Melbourne, Österreich Independent Resourcing Consultancy Ltd Vollzeit

    Position: Wealth Manager Location: Melbourne, Australia Employment Type: Full-Time About the Role: My client, a premier financial services firm, is seeking an experienced and highly motivated Wealth Manager to join their dynamic team in Melbourne, Australia.This role is pivotal in providing tailored financial advice and wealth management solutions to...


  • Melbourne, Österreich The Cavalry Global Vollzeit

    Job Openings Restaurant General Manager, New Opening, Melbourne AustraliaAbout the job Restaurant General Manager, New Opening, Melbourne AustraliaRestaurant General Manager New Opening in Melbourne The Cavalry Global is proud to partner with this amazing restaurant that is opening in Melbourne, Australia.Our client is going to be opening a prestigious site...


  • Melbourne, Österreich Australia Vollzeit

    Business AnalystHays Melbourne, Australia Apply nowPosted: 18 hours ago Type: Permanent Salary: CompetitiveBusiness Analyst || 8-month contract || Finance clientExcellent Opportunity for Senior Business Analysts!Opportunity to work for the top bank!!!Duration - 8 Months Work Arrangement - Hybrid Location - Melbourne CBDProjectWithin the org, we are...

  • Wealth Manager

    vor 2 Monaten


    Melbourne, Österreich Independent Resourcing Consultancy Ltd Vollzeit

    Position:Wealth ManagerLocation:Melbourne, AustraliaEmployment Type:Full-TimeAbout the Role:My client, a premier financial services firm, is seeking an experienced and highly motivated Wealth Manager to join their dynamic team in Melbourne, Australia.This role is pivotal in providing tailored financial advice and wealth management solutions to high-net-worth...


  • Melbourne, Österreich The Cavalry Global Vollzeit

    Job Openings Restaurant General Manager, New Opening, Melbourne AustraliaAbout the job Restaurant General Manager, New Opening, Melbourne AustraliaRestaurant General Manager New Opening in MelbourneThe Cavalry Global is proud to partner with this amazing restaurant that is opening in Melbourne, Australia.Our client is going to be opening a prestigious site...