Workforce Planner

1 week ago


Sydney, New South Wales, Australia TenacityCX Full time
Newly created Workforce Planner role, Chatswood location

  • Contact Centre with 90 seats incl a newly created digital team
- $90k+super with a blended model of WFH & in office post onboarding


This Global Trading Company have a newly created Workforce Planner opportunity in their business, responsible for all aspects of WFP in their contact centre (with a total of 90 frontline staff).


Reporting into a Head Of Client Services, you will be a forward thinker with a highly analytical mindset & drive to maximise the operational performance.


The role:

  • Newly created role with the opportunity to build out processes from scratch
  • Workforce Planning spans Short Term & Long Term Forecasting, Scheduling, Real Time Analytics & Stakeholder management
  • Recognising scheduling/demand challenges and making recommendations as necessary
  • Collation and delivery of reports to the business
***
To be successful in the role you will need the following skills & attributes:
  • MUST have proven experience as a Workforce Planner within a contact centre
  • Advanced Microsoft Excel skills
  • Advanced use of WFP technology
  • Excellent knowledge of Contact Centre Systems and Processes
  • Strong reporting capabilities
  • Drive implementation of key initiatives through effective communication and influencing techniques with stakeholders

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