Workforce Planner

Workforce Planner
- Hybrid work from home options and Joondalup and West Perth office locations
- Purpose lead, member organisation with iconic member benefits your know and love
- Full time permanent role with ongoing career development

Our Sales & Member Service teams support over 1 million RAC members, providing exceptional member experiences every day. Through our WA based contact centres or our network of Member Service Centres the team consists of over 400 passionate people. We are at the heart of it all, helping members through breakdowns, connecting members with products to meet their needs and helping them get the most out of their membership with RAC - the membership Western Australian’s simply can’t live without

We currently have a rare opportunity for an experienced workforce planner to join our contact centre operations team.

As our latest addition to the WFM team, our Workforce Planner will support our Sales & Member Service operations in insuring optimal use our staff resources to meet. The Workforce planning team schedule and forecast 400 + seat 24/7 contract centre across a multitude of skills and role types including.

Here’s what you’ll do;
- Produce accurate forecasts to ensure our Sales & Member service contact centre is optimally resourced.
- Juggle and balance cost effectiveness, member experience and people engagement all at once
- Analyse trends and identity improvements to forecast accuracy and resourcing processes
- Ensure significant risks and issues are identified at earliest opportunity and solutions provided in a timely manner
- Create schedules that meet forecast demand and adhere to Enterprise Agreement guidelines and employee contracts
- Stay abreast of Workforce management practices and have a good working knowledge of relevant tools such as CXOne, Shift track, workday telephony systems.

A bit about you..

You’re an experienced analytical workforce planner with a keen eye for detail. Ideally within a similar Contract centre environment, you are a fanatical about business improvement and a creative problem solver.

Naturally, you have the capability to interpret and analyse data to identify efficiency gaps or improved productivity opportunities. You love to collaborate and work with your team and stakeholders but you are equally just as happy to smash out projects and tasks independently.

Ideally you are red hot on workforce management planning tools and a good working knowledge of excel, power BI and data management tools will give you the edge.

And the benefits?

A career at RAC is more than just a job. We are passionate about our people, and we strive to create an environment that fosters their growth, our culture, and diversity and inclusion for all. We provide
- Professional career development and training
- Recognise the value of flexible working arrangements & embrace a hybrid work approach.
- Technology and tools to enable you to do your job from anywhere
- Access to RAC member benefits
- Generous discounts on home, contents, and car insurance plus free roadside assistance
- In-house Health and Wellness programs
- A very active Social Club - join one of the most active social clubs in Perth with over 900 members

About RAC

As an Equal Opportunity Employer, RAC values inclusivity and promotes a workplace that actively seeks to welcome contributions from all people. We encourage people of all abilities, Aboriginal and Torres Strait Islanders, diverse cultures, and backgrounds, LGBTIQ+ identities, and all age groups to apply.