Workforce Planner

7 days ago

Brisbane, Australia Hudson Australia Full time

Our client, a large QLD Government department, is seeking to engage an experienced Worforce Planner to support the objectives of the organisation by designing effective processes and policies, to achieve the desired outcomes, per the departments current Strategic Plan.

**Key Responsibilities**
- Supporting the establishment, in particular to its customer contact services delivered by telephone, including the development of policies and procedures for service delivery.
- Responsible for establishing workforce planning protocols and practices to develop optimal operating strategies for a small contact centre; improving employee engagement.
- Developing and delivering training and quality assurance services, and upskilling team members to provide training and quality assurance services.
- Providing efficient and effective rostering and scheduling for improved service levels daily, weekly, monthly, and annually.
- Responsible for the day-to-day performance of schedules and resources planning
- Develop a clear understanding of functional requirements and service drivers to accurately forecast current and future call volumes and trends.
- Developing telephone scripts to ensure consistent information transfer to customers ensuring quality service delivery standards.
- Establish operational reports to monitor call flow trends and to inform decisions relating to training and development opportunities, improving customer satisfaction targets and KPI targets.
- Providing informed recommendations to address resourcing requirements and continuous improvement to enhance service delivery.
- Liaising with internal stakeholders, regarding workforce planning performance information and statistics, to facilitate the exchange of information, support decision-making, to assist in the effective and efficient delivery of service.
- Build and maintain positive relationships with internal and external stakeholders.
- Promoting change and improvement initiatives, to foster and contribute to a culture of growth, continuous improvement, and development.
- Maintaining records to enable effective planning and decision making to achieve service delivery targets.
- Participate in recruitment, staff development and training requirements
- Contributing to a positive and safe work environment by modelling conduct that is culturally capable, inclusive, respectful, and ethical
- Other duties as required.

**Highly Desirable Requirments**

Experience in customer contact centre planning and management would be considered highly desirable, as would experience using customer contact centre telephony systems (such as Genesys Purecloud).

**Further details**:
8 Hours/day - 40 Hour working week.

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