Workforce Planner | Sydney, Au
vor 1 Monat
Workforce Planner
Department Distribution
Reporting to Head of Client Services - Transformation
The Workforce Planner role is responsible for creating, implementing and driving a strategic approach to workforce planning and optimisation across the APAC & Canada Client Services team.
It will make an impact by optimising the Client Services workforce and operating model; providing data, insights and analysis; and guiding the efficient allocation of workload and resources in daily operations to achieve operational objectives.
ROLE AND RESPONSIBILITIES
Forecasting of workload volumes across all channels, including voice, messaging/chat and email to support strategic planning and talent acquisition; budgeting; and understanding the impacts of proposed initiatives and changes, in addition to the management of day-to-day operations.
Creation of rosters and scheduling of team members to optimise available capacity and maximise the client experience through the achievement of service levels, while considering business and operational requirements.
Reporting, analysis and insights to enhance overall team and individual performance and inform the Client Services strategy.
Real-time monitoring of volumes, service levels and experience across all queues and channels, and adherence to schedule.
Partnering with the Client Services Extended Leadership Team to ensure the effective prioritisation and allocation of workload and optimisation of service levels, including management of scheduling exceptions.
Client Services contact for contact centre telephony platform, working with internal Technology team and external telephony partner to request/manage changes and updates as required.
Represent Client Services in projects as required.
Provide insights and guidance on contact centre best practice operations.
KEY SKILLS AND EXPERIENCE
Expert knowledge of workforce management systems and principles Minimum 2-3 years successful related forecasting and planning experience, with strong operations background, preferably in Contact Call Centre Environments Graduate level or equivalent Strong computer and software knowledge Strong knowledge of contact centre telephone and CX platforms.
Experience with Salesforce desired.
Strong knowledge of Contact Centre fundamentals Experience in building and maintaining complex forecasting models using WFP planning tools Experience in leading managers and staff professionals in workforce planning sessions across multiple sites and ability to develop relationships with internal customers and become their single point of contact Ability to communicate confidently both written & orally at all levels
COMPETENCIES
Communication Team Work Customer Focus Resilience & Adaptability Problem Solving #J-18808-Ljbffr
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