Cx Workforce Planning Manager

2 weeks ago

Sydney, New South Wales, Australia Macquarie Group Limited Full time

The Workforce Planning team is responsible for optimising workforce utilisation and resource allocation within the Banking and Financial Services contact centre to ensure smooth operations and excellent customer service.

The team collaborates with various stakeholders, to forecast workload, create staffing schedules, monitor performance metrics, drive continuous improvement whilst being immersed in a workplace culture built upon driving efficiency and innovation.

At Macquarie, we are working to create lasting value for our communities, our clients and our people. We are a global financial services group operating in 34 markets and with 54 years of unbroken profitability.

You'll be part of a supportive team where everyone - no matter what role - contributes ideas and drive outcomes.


What role will you play?


In this role you will develop and maintain medium and short-term capacity planning for staffing requirements across internal and external contact centres of 400+ seats nationally.

You will produce monthly customer service operational forecasts and schedules for all work types including inbound, outbound, and chat.


Analysing workload and performance trends, you will make resource planning recommendations to support short and long-term changes in the business's needs.


What you offer

  • Several years' experience in a highlevel workforce / resource planning role in a modern, multichannel contact centre environment (ideally in a 24/7 operation)
  • Advanced knowledge and experience using Verint workforce management systems WFM and advanced excel skills are essential
  • The ability to quickly, accurately and efficiently build out models to understand changes in staffing requirements based on changes in workload
  • Ability to communicate (verbal and written) risks, opportunities and recommendations based on forecasted models effectively
  • Ability to perform analyse customer service data.


We love hearing from anyone inspired to build a better future with us, if you're excited about the role or working at Macquarie we encourage you to apply.


Benefits

  • Hybrid and flexible working arrangements
  • Wellbeing and service bonus leave
  • Up to 20 weeks paid parental leave as well as benefits to support you as you transition to life as a working parent
  • Paid volunteer leave and donation matching
  • Range of benefits to support your physical, psychological and financial wellbeing

About Banking and Financial Services


Banking and Financial Services is Macquarie's retail banking and financial services business, providing a diverse range of personal banking, wealth management, business banking and vehicle finance products and services to retail clients, advisers, brokers and business clients.


Our commitment to Diversity, Equity and Inclusion
The diversity of our people is one of our greatest strengths.

An inclusive and equitable environment enables us to deliver innovative and sustainable outcomes for our people, clients, shareholders and communities.

From day one, you'll be encouraged to be yourself and supported to perform at your best.

If our purpose of 'empowering people to innovate and invest for a better future' is as inspiring to you as it is to us, please apply.

With the right technology, support and resources, our people can work in a range of flexible ways.

About Macquarie:


A career at Macquarie means you'll have the opportunity to develop and utilise new skills, explore interesting fields and do challenging work that will impact the lives of people around the world—whether it's accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure.

At Macquarie, we're empowering people to innovate and invest for a better future.

Our size and international presence means your work can take you anywhere—across business groups, disciplines, sectors and borders. With 19,200+ employees and offices in 34 markets around the world, we're a truly global organisation.


You'll be supported by a diverse team where the unique perspectives, ideas and experiences that all of our people bring are valued.

You'll be empowered to address unmet needs in our communities whilst advising and investing alongside our clients and partners. Working with us, you'll have the opportunity to make a difference.


Macquarie is a global financial group providing clients with asset management, retail and business banking, wealth management, leasing and asset financing, market access, commodity trading, renewables development, specialist advisory, capital raising and principal investment.


Job no:
BFS-973711

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Work type: Permanent
  • Full time
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Location: Sydney

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Category: Mid-senior, Customer Service, Private Banking & Wealth Management
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Group: Banking and Financial Services
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Division: Client Service & Support

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Recruiter: Bianca Jenkins

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Opening Date: 29/6/2023

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