Workforce Planner

3 weeks ago

Brisbane, Australia Randstad Australia Full time

HR Partners by Randstad has an opportunity for a Workforce Planner to join our client site in Brisbaneâs CBD. This role is a temporary role with an immediate start for 11 months with a potential of extension. Monday-Friday, within office hours paying $71.67 per hour.

About the role:

  • Support the objectives of the CST by designing effective processes and policies, to achieve the desired outcomes, per the Strategic Plan. Practically, this involves ensuring efficient and quality scheduling, rostering, reporting, and predicting of current and future forecasts in a small contact centre environment.
  • Have a clear understanding and focus on Key Performance Indicator (KPI) targets, customer satisfaction targets, and employee engagement.
  • Supporting the establishment of the CST, in particular to its customer contact services delivered by telephone, including the development of policies and procedures for service delivery.
  • Responsible for establishing workforce planning protocols and practices to develop optimal operating strategies for a small contact centre; improving employee engagement.
  • Developing and delivering training and quality assurance services for the CST and upskilling team members to provide training and quality assurance services.
  • Providing efficient and effective rostering and scheduling for improved service levels daily, weekly, monthly, and annually.
  • Responsible for the day-to-day performance of schedules and resources planning for the CST
  • Develop a clear understanding of functional requirements and service drivers to accurately forecast current and future call volumes and trends.
  • Developing telephone scripts for the CST to ensure consistent information transfer to customers ensuring quality service delivery standards.
  • Establish operational reports to monitor call flow trends and to inform decisions relating to training and development opportunities, improving customer satisfaction targets and KPI targets.
  • Providing informed recommendations to address resourcing requirements and continuous improvement to enhance service delivery.
  • Liaising with internal stakeholders, regarding workforce planning performance information and statistics, to facilitate the exchange of information, support decision-making, to assist in the effective and efficient delivery of service for the CST.
  • Promoting change and improvement initiatives within the CST, to foster and contribute to a culture of growth, continuous improvement, and development.
  • Participate in recruitment, staff development and training requirements for the CST

    About the individual:

    To excel in this role, the following attributes will be your keys to success:

    • Demonstrated experience in workforce planning, particularly within a contact centre environment.
    • Strong analytical skills with the ability to forecast trends and develop operational reports.
    • Excellent written and verbal communication skills.
    • Proven ability to develop and implement training programs and workforce planning protocols.
    • Strong organisational and time-management skills, with the ability to manage multiple tasks and priorities.
    • Ability to maintain focus and optimism under pressure, ensuring steady performance.

      At HR Partners by Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

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