Workforce Management Lead

3 weeks ago

Melbourne, Australia Transurban Full time

Working at Transurban is different; it’s a place where you can see the benefits of your work play out in real life, every day. We create city-sized solutions—building and operating safer, smarter, and more sustainable roads—to solve pressing transport challenges that are slowing cities down.

About the role

We’re seeking a Workforce Management Lead to play a critical role and lead the strategy of workforce optimisation for our Customer Operations team.

You’ll join an innovative team, who constantly focus on creating frictionless experiences that keep people moving and are continuously adding value for our customers.

As our Workforce Management Lead, you’ll contribute to lasting and positive changes that shape the future of our cities and communities. It’s meaningful, challenging, and exciting work.

Day-to-day, you will:

- Lead the strategic direction of workforce optimisation for both onshore and offshore channels.
- Maintain and evolve a set of systems and processes for workforce resourcing and planning within our teams.
- Facilitate the relationship between the onshore and offshore WFM teams, ensuring that forecasting, scheduling, and rosters are delivered within the SLA.
- Lead the onshore WFM team (2 direct reports), delivering coaching, 1:1s, engagement and development opportunities.
- Working collaboratively with both WFM teams, ensure that short and long-term forecasts are delivered within SLA and approved, projected Grade of Service and other metrics are approved, and capacity/scenario planning is delivered as required to ensure contingency plans are in place.
- Facilitate strategic working relationships and work in consultation with key stakeholders at all levels, (especially the Customer Service Leadership team) to achieve shared objectives.
- Lead stakeholder (including contact centre Team leaders) operational meetings that focus on forecasting, impacts to performance and short and long-term planning, to deliver operational success; adjusting intra-day and long-term resource plans as needed.

This role will suit someone with a curious mind and transferrable skills and experiences, including:

- Strong understanding of workforce management principles such as forecasting, scheduling, rosters, and real-time labour management in a multi-channel contact centre environment.
- Strong experience in Workforce Planning and experience in capacity planning for projects such as onboarding a new CRM or telephony platform.
- Strong analytical skills, ability to interpret statistics and influence decision making utilising data and insights.
- Proven track record of increasing workforce productivity and identifying opportunities for improvements as well as knowledge of workforce management best practice and emerging trends.
- Excellent presentation skills. You can put together engaging presentations that present data and stats in a way that’s engaging and easy to understand. Any experience in Tableau is an added bonus.
- Very high proficiency with Microsoft Excel. You’re comfortable using models, v-look ups, pivot tables etc
- People leadership experience.
- Any exposure Salesforce or Amazon Connect is an added bonus.

With a career at Transurban, you’ll enjoy a range of benefits, including:

- A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year.
- 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well.
- Learning and development opportunities to support your career interests.
- Health and wellbeing support
- access to Headspace and our EAP program, wellness facilities, and more.
- Share offers and insurance benefits.
- Social activities, community give-back programs and paid volunteer days.

We offer a range of flexible working and leave options, so you can balance your work and life commitments and interests. Have a conversation with us about how this could work for you.

We embrace diversity with a foundation of safety, wellbeing and inclusion; where everyone belongs. We treat everyone with fairness, consideration and respect, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio-economic background, perspective, and experience - whether they work for us or not. We want to ensure everyone feels comfortable and safe to express ideas, questions and concerns.


**Job Type**:
Permanent

Closing Date:
2023-04-29

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