Resource Planning Manager
22 hours ago
Bring your 'you' to TPG Telecom, and help us build meaningful relationships and support vibrant, connected communities. We're better and bolder together. TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It's our why; our reason to exist. Now, we're proud to be one of Australia's leading mobile and internet providers. We're not just redefining telco, we're changing its course. And you play a role in that. A big one.
Your opportunityTo support Customer Care in developing and maintaining operating disciplines across its operations and the operations of its strategic partners. This will be done through the development of relationships with operational leads that drives cost-effective staff scheduling, effective real-time execution, and the management of vendor relationships supporting this process. The role will be key to maintaining Care-specific incident management protocols, business continuity coordination, and the planning and scheduled execution of business-driven change to maintain performance expectations.
You'll make an impact by- Managing relationships with in-house operational managers and outsource/third-party teams to facilitate an optimized operating environment.
- Driving alignment with long-term and short-term planning to operational delivery.
- Understanding core contact centre workforce planning principles and applying them to facilitate a working environment aligned with TPG culture.
- Establishing and maintaining relationships with key internal stakeholders including Finance, Care Leadership, Retail Leadership, Marketing, Demand & Delivery, and outsource/third-party teams to lead the delivery of accurate forecast and capacity models reflective of current and future operating models.
- Supporting effective change impact assessments.
- Maintaining a sustainable capacity plan.
- Developing a resourcing framework to meet Care performance measures.
- Collaborating across Workforce Optimization, Leadership, and Outsource partners.
- Minimum 3 years of Resource Planning experience.
- Reporting and scheduling experience.
- Experience supporting +1000 seat contact centres.
- Strong MS Office skills.
- Previous coding experience (SQL, Teradata) is beneficial.
- Experience building BI dashboards is beneficial.
- Drive, eagerness to learn, and strong communication skills.
- Flexible hybrid working (from home and office).
- 'Stay Connected Mobile' – a free mobile plan.
- 'Stay Connected NBN' – a free NBN 100 plan.
- 'Your Leave' – an additional 4 days of leave annually.
- Access to TPG Learning Hub and internal development opportunities.
- Access to Corporate Partner Discounts.
We encourage applicants who may not meet every qualification to apply, as we value diverse experiences and backgrounds. Learn more about life at TPG Telecom here. TPG Telecom acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office is located in Barangaroo.
Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.
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