Workforce Planner
vor 2 Wochen
Join the HCF Contact Centre Operations team in this dynamic role as a Workforce Planner. About The Role This Workforce Planner role will see you effectively manage the operational intra‑day performance to ensure business objectives and best practices are met. As the Workforce Planner you will be responsible for maintaining reporting systems and monitoring operational benchmarks against targets. In addition, you will implement and support ongoing improvements to operational efficiency using contact centre technology, reporting and analysis. You will report to the Workforce Planning Manager. This is a full time, permanent role, based at Parramatta with hybrid working available. Your Responsibilities Will Include Assist in developing short and long‑term forecasts using historical data and business inputs Conduct root‑cause analysis to determine reasons for forecast variance, and recommend changes to recover intra‑day performance Build and maintain staff schedules aligned with service level goals and employee availability Monitor real‑time performance, identify variances, and escape issues as needed Generate and distribute reports on staffing, adherence, and performance metrics Collaborate with claims leaders to understand staffing needs and communicate schedule changes Use WFM tools (including Genesys) to manage schedules, exceptions, and data accuracy Ensure the staffing rosters take into consideration Enterprise Agreement provisions, other employee conditions and entitlements Prepare and maintain all rosters on the automated rostering system, Genesys Ensure compliance to all company and industry guidelines Set new staff up on contact centre systems Participate in projects as required About You You will have previous workforce planning experience within a contact centre, strong data analytical skills, and experience with reporting, forecasting and scheduling. You are positive, reliable, punctual and proactive with a desire to make a difference. Skills Minimum two years’ experience in workforce management, including forecasting and scheduling of a multi‑channel contact centre environment Proficiency with WFM tools such as Genesys A solid understanding of forecasting, scheduling, or real‑time monitoring Strong communication skills to build relationships with leaders and teams Ability to work independently and contribute to the development of new processes Advanced skills in Microsoft Excel, essential Experience with Tableau and Microsoft Office suite, desirable Exceptional analytical, problem‑solving, and organisational skills Ability to negotiate and liaise at all levels Excellent written and verbal communication skills Ability to work under pressure with competing priorities Next Steps If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – to discuss. We encourage applicants to submit their applications at their earliest convenience, as we review applications as they are submitted, and the role may have been filled prior to the job closing date. #J-18808-Ljbffr
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Workforce Planner
vor 6 Stunden
City of Parramatta Council, Österreich HCF VollzeitAbout the Role This Workforce Planner role will see you effectively manage the operational intra-day performance to ensure business objectives and best practices are met. As the Workforce Planner you will be responsible for maintaining reporting systems and monitoring operational benchmarks against targets. In addition, you will implement and support ongoing...
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Workforce Planner
vor 4 Wochen
Council of the City of Sydney, Österreich Qantas VollzeitWorkforce Planner Founded in the Queensland outback in 1920, Qantas has grown to be Australia’s largest regional, domestic, and international airline. Qantas has a range of subsidiary businesses that support the overall operations of the Group. The Qantas Group’s main business is the transportation of customers and freight using two complementary airline...
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Strategic Workforce Planner: Forecasting
vor 6 Stunden
City of Parramatta Council, Österreich HCF VollzeitA leading not-for-profit health fund in Parramatta is seeking a Workforce Planner to manage operational performance in their contact centre. This is a full-time, permanent role offering hybrid working arrangements. Candidates should have at least two years of experience in workforce management and be proficient in tools like Genesys and Excel. The role...
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Workforce Planner
vor 2 Wochen
Council of the City of Sydney, Österreich Qantas VollzeitFounded in the Queensland outback in 1920, Qantas has grown to be Australia’s largest regional, domestic, and international airline. Qantas has a range of subsidiary businesses that support the overall operations of the Group. The Qantas Group’s main business is the transportation of customers and freight using two complementary airline brands — Qantas...
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Workforce Planner
vor 2 Wochen
Council of the City of Sydney, Österreich Qantas Airways Limited VollzeitJob Description Challenge yourself toidentifyopportunities which will improve vital business outcomes Lead meaningful change by applying your expertise in advanced workforce planning systems to improve rostering outcomes 18-month, fixed term opportunity based at our Mascot Campus At Qantas, werepresentAustralia to the world. Our diverse country is known for...
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Hybrid Contact Centre Workforce Planner
vor 6 Stunden
City of Parramatta Council, Österreich HCF VollzeitA leading health insurance provider in City of Parramatta Council is seeking a Workforce Planner to manage contact centre operational performance. This full-time role requires expertise in workforce management, including forecasting and scheduling. The ideal candidate will possess strong analytical skills and be proficient in WFM tools like Genesys. The...
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Workforce Planner
vor 2 Wochen
Council of the City of Sydney, Österreich Qantas Group VollzeitAt Qantas are present Australia to the world. Our diverse country is known for our spirit mateship and a can-do attitude. We’re resilient and strong and it’s in us to be our best. We see it as our responsibility to take ownership and drive outcomes ensuring we contribute to taking the organisation forward. We our priorities and what needs to be delivered...
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National Workforce Planner
vor 2 Wochen
Council of the City of Sydney, Österreich dnata VollzeitNational Workforce Planner Join to apply for the National Workforce Planner role at dnata. dnata is one of the world's largest air services providers offering ground handling, cargo, travel and flight catering services across five continents. With over 60 years of experience, we offer a full range of services to our airline customers – Passenger and...
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Hybrid Workforce Planner: Forecasting
vor 2 Wochen
City of Parramatta Council, Österreich HCF Australia VollzeitA leading health insurance provider is looking for a Workforce Planner to join their Contact Centre Operations team at Parramatta. This full-time role involves managing operational performance, developing forecasts, and improving efficiency using contact centre technology. The ideal candidate has at least two years of experience in workforce management,...
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Workforce Planner
vor 6 Stunden
City of Parramatta Council, Österreich HCF VollzeitThis Workforce Planner role will see you effectively manage the contact centre operational intra-day performance to ensure business objectives and best practices are met. As the Workforce Planner you will be responsible for maintaining reporting systems and monitoring operational benchmarks against targets. In addition, you will implement and support ongoing...
