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Workforce Planner
The Workforce Planner will support the Customer Hub teams by ensuring optimal staffing levels to meet customer demand and achieve service, sales, productivity, and cost targets. They will handle short-, medium-, and long-term forecasting, manage rosters, and monitor queue performance in real-time. The role involves post-roster reviews, driving continuous improvement, and developing workforce planning policies. Additionally, the Planner will contribute to creating a safe, positive, and inclusive work environment for the team.
Key Responsibilities:
- Workforce Planning & Optimization: Develop and implement workforce planning policies, forecasts, rosters, and capacity plans to align with business needs, ensuring staffing levels meet customer demand and optimize productivity.
- Operational Efficiency: Monitor real-time queues, conduct post-roster reviews, and drive continuous improvement to meet service targets, sales, and cost efficiencies.
- Reporting & Analytics: Collaborate with stakeholders to develop, track, and report on KPIs, and contribute to the development of automated reporting tools for better decision-making.
- Safety & Compliance: Ensure adherence to health and safety protocols, report hazards, and assist with safety inspections, promoting a safe and compliant work environment for all staff and visitors.
- Team Collaboration & Communication: Provide staff with timely rosters, foster a culture of safety, and ensure effective communication channels for workplace concerns and feedback.
Qualifications:
- A minimum of 3 years’ experience in workforce planning and forecasting in a 100 plus seat retail sales contact center environment
- Ability to establish workforce planning disciplines that align staffing levels with customer and business needs.
- Diploma or degree in a relevant field such as Business, Human Resources, or Operations Management. A degree in Mathematics or Statistics can also be beneficial.
- Knowledge of workforce management software, tools, and methodologies and extensive experience in roster generation and optimization (ideally utilizing the Nice Cx One platform.
- Strong stakeholder management and relationship-building skills
- Proven ability to motivate teams and lead by example
- Highly analytical with attention to detail and strong decision-making abilities
- Excellent verbal and written communication skills, capable of presenting to diverse audiences
- Customer-focused with exceptional time management and multitasking abilities
- Leadership and the ability to work independently and take ownership of tasks
- Experience in contact center reporting and workforce planning tools (preferred)
- Strong work ethic, with a flexible and adaptable approach to work
- Creative and innovative, with a proactive approach to problem-solving and continuous improvement.
- Willing to Work On Site.
Perks and Benefits:
- Competitive Salary Offer
- Opportunity to work with an Australian Client
- HMO Medical and Dental after regularization
- Paid Leave benefits after regularization (VL and SL)
- 13th Month Pay
- Quarterly and Yearly Company Events
- Free brewed coffee on-site
- Sign In Bonus
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