Workforce Planning Lead

2 months ago


Melbourne, Australia Australia Post Full time

General information
- Name
- Workforce Planning Lead - Forecasting & Scheduling
- Site / Location
- Southern Customer Contact Centre
- Ref #
- 12350735
- Opening Date
- 06-Sep-2023
- Suburb
- Melbourne
- Entity
- Australia Post
- Work Type
- Permanent Full Time
- Description & Requirements
- **Workforce Planning Lead - Contact Centre**

**Manage the contact centre workforce that helps us to deliver like never before**

Australia Post is delivering like never before. Together we have helped grow small businesses into large businesses and helped large business to thrive, delivering to all Australians. This is your chance to help deliver our Post26 strategy, in one of the most exciting, transformational change agendas in the world.

**About the opportunity**

In this role you will lead a team of 6 workforce analysts to deliver rostering, forecasting, modelling and resource planning for our customer contact center. You will gain exposure to, and work with a wide range of stakeholders from the business including heads of multiple departments, general managers, in house capability teams and in house tech teams and front line managers & leaders within the contact centre who lead our omnichannel environment.

**What you’ll deliver with us**

The team you will lead will deliver modelling, automation, optimisation, and efficiencies by leveraging the omnichannel environment. You will model for peak periods as well as cyclical planning and work with our data to plan scenarios for resourcing effectively.

**You’ll also**
- Present forecasting and resourcing insights to the heads of workforce planning and GMs.
- Present multiple scenarios for leaders to choose from in consultation with you.
- Proactively promote the contact centre change agenda and the omnichannel environment.

**About you**

You will be an established workforce management leader, from any size of business that has a large contact centre.

**You’ll also**
- Have excellent stakeholder engagement ability.
- Have a history of delivering forecasts, scenarios and resource needs.
- Have strong leadership abilities and have ambition to grow in your career.

**How we’ll deliver for you**
- A well defined and clear career path to progression.
- The opportunity to be involved in one of the most transformational business changes in Australian business history.
- Market leading benefits, clear and transparent remuneration structures and a respectful and welcoming environment.

**We’re delivering together**

Our diverse and inclusive workplaces bring out the best in our people. We're all ages, genders and abilities, and we come from all walks of life. That’s how we deliver for Australia - together. We believe our business should reflect the diverse communities we operate in. See how we’re achieving that **here**.

We acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees, and recognise their continuing connection to land, water and community. We pay respect to Elders past, present and emerging. To find out more about our progress with reconciliation, watch this short **video.**

**One last thing**

**See and hear more about what it's like to work in business support with us**:



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