Workforce Planning Analyst

2 weeks ago

Melbourne, Victoria, Australia Origin Energy Full time

Delivering good energy starts from within

It's an exciting time to join Origin. Creating a great place to work means together we're progressing our ambition to lead the energy transition through cleaner energy and customer solutions. We're always looking for better ways to deliver for our customers – and for our people.

About the Role:
Join our broadband telco team as a Workforce Planning Analyst and play a vital role in optimising resourcing strategies to meet customer needs and operational goals. You'll analyse trends, forecast demand, and develop scheduling strategies to enhance efficiency and service excellence. Your insights will drive resource allocation, scalability, and customer service performance, ensuring the right people are in the right place at the right time.

Key Responsibilities:

  • Forecast demand and develop long-term (18-month) capacity and budget plans
  • Manage staff scheduling, ensuring efficiency, engagement, and compliance
  • Develop and refine telephony routing models to optimise call flow and customer experience
  • Drive innovation in forecasting, resource management, and contact centre performance
  • Monitor variances, implement real-time management strategies, and enhance efficiency
  • Maintain accurate consultant configuration and workforce data for planning and reporting
  • Communicate emerging schedule challenges and solutions to stakeholders.

About You:

With proven workforce planning experience, ideally gained in multi-channel contact centres, you will demonstrate:

  • Proven experience in forecasting, modelling, budgeting, and recruitment planning
  • Proficiency in Aspect eWFM or other workforce management systems
  • Extensive knowledge of contact centre resource management operations
  • Strong communication, negotiation, and interpersonal skills
  • Self-motivated with the ability to work independently
  • Creative thinker with strong analytical and problem-solving skills
  • Preferably, tertiary qualification in Business, IT, or a related field.

Origin - Where good change happens

At Origin, we're powered by people who believe in creating change.

We are committed to fostering a diverse, gender equitable workforce, where everyone is welcome, and all applications are evaluated on merit and potential. We encourage applications from Aboriginal and Torres Strait Islander Peoples, people living with disabilities, culturally diverse people, any stage in life, people with intersex variations and people within LGBTQ+ communities, including trans and gender diverse.

Enjoy a challenging career in an exciting industry where you can grow and explore your potential. If you think you have transferable skills, an appetite to learn and would be a great fit, we'd love to hear from you.

Background checks may be required to determine your suitability for this position as part of the recruitment process and during your employment. These checks may include police checks, AusCheck, medical assessment and/or drug and alcohol testing.

Please note unsolicited CVs from agencies will not be accepted.

Origin recognises Aboriginal and Torres Strait Islander Peoples as the Traditional Custodians of country throughout Australia, and we pay our respects to Elders past, present and future.

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