Workforce Lead

1 week ago

Mulgrave, Australia Kmart Full time

**Brighter Futures Start Here**

As Australia’s biggest and most loved retailer, we’ve been brightening up everyday life for families for over 50 years. At our stores, distribution centres, and offices in Australia and New Zealand. All around the globe. Our diverse and inclusive 47,000 strong team come together for a common cause. Giving families easy access to our on-trend products and incredibly low prices - it’s the heart of everything we do.

As a leader in the retail market, we’re optimistic about our future and yours. We’re relentless in our pursuit for results, but changing at a rapid rate, giving you challenging work that you’ll be proud of. We celebrate your uniqueness and individuality. Because at Kmart it’s not just what you do, it’s who you are that makes every day living brighter.

**Join the team**

An exciting opportunity is available to join our CX Enablement Team as our Workforce Lead. We are an agile team who are highly collaborative, always looking for ways to improve the way we do things, challenges the status quo and encourages growth and development in a “zero fear of failure” and supportive environment. Reporting into the CX Enablement Manager, you will play a key role in supporting our Kmart and Target Customer Care teams in delivering exceptional service to our customers. Accountable for resource planning and forecasting, you will be responsible for all aspects of workforce planning, embedding operational best practice and resource plans for all customer contact channels and teams. With a focus on forecast efficiency, resource optimization and continuous improvement, this role ensures resources are available to meet customer demands and service commitments.

**The core responsibilities of this role are;**- Deliver accurate forecast plans to effectively and efficiently allocate work and resources across outsource providers for Kmart and Target.- Balance the needs of the Customer Care team and the business by providing efficient, effective rostering and scheduling for improved delivery of service level at real time, daily, weekly, monthly and annual levels.- Provide accurate analysis and forecasting for budgeting and performance - strategically (12-24 months) and tactically (12-16 weeks).- Work closely with the Customer Care leaders on roster updates including planned and unplanned activities, always ensuring negative impact to team performance is minimised and updates are aligned with forecasts.- Prioritise and plan activities considering all the relevant issues and factors.- Capture complex data from technology systems to deliver scorecard reporting to improve productivity.- Integrity and confidence to be open about uncertainties in a timely fashion.- Demonstrate a creative and collaborative approach to problem solving and decision making.- Chair internal workforce management meetings covering off previous, current, and future performance indicators and providing expert recommendations to maximise key KPIs.

**About You**

**To be considered for this role, you will have**:
- Experience in working with hybrid model workforces split between permanent and outsourced staff.- Proficiency in MS Excel for the purpose of communicating, demonstrating and collating data.- Prior experience with Amazon Agent Desktop and Connect contact centre telephony and Oracle CRM - highly desirable- Experience using and building Power BI dashboards is highly desirable.- Strong stakeholder management, negotiation and influencing skills.- Strong presentation and communication skills.- Ability to meet time critical timelines and work within a budget.- Highly developed analytical and problem-solving skills.- The ability to manage you own work performance and work autonomously.- Strong sense of teamwork to achieve business outcomes_._

**Benefits we’ll offer you**:

- Flexible hybrid working options through our Flex Where, Flex When, Flex Well policy, spending 60% of your week in our National Office
- A team member discount card that gives you a discount at Kmart, Target, Bunnings, and Officeworks
- A free OnePass membership offering free delivery across Kmart, Target & Catch on eligible products
- Access to the Kmart for You benefits program which entitles you to exclusive discounts and benefits in the areas of entertainment, travel, lifestyle, and health - with over 60 suppliers
- We want you to feel rewarded for your commitment and hard work that's why everyone gets the opportunity to participate in a bonus program
- Free onsite parking when you’re required to come into the office
- We offer inclusive parental leave, a family room and ongoing support offered though our partnership with Circle In for team members of all backgrounds and family circumstances
- A dynamic learning and support program
- Opportunity to fast track your career through our Mentor Program as a Mentee or Mentor
- In-house café that serves breakfast, lunch and includes a collaborative space to work in
- A reflect

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