Workforce Planning Manager

9 months ago

Melbourne City Centre, Australia Probe CX Full time

At Probe CX, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Oversee strategic workforce planning, aligning current needs with future requirements in collaboration with other business units.

About the Role

The Workforce Planning Manager is responsible for creating, implementing and driving a strategic approach to workforce planning while considering current state and strategically planning for future needs in partnership with other business units.

Lead on-going development of workforce planning strategies including the provision of workforce analytics and reporting to improve performance, address workforce challenges, facilitate staff mobility and support business decision making.

Key Details:
- Open to applicants working from any of our shore sites - Wollongong, Biggera Waters or Melbourne CBD- Australian Citizenship- You will be required to complete a National Police Clearance

Key Responsibilities:
- Effective communication and timely delivery of requirements to other business departments.- Positively motivate and coach your team to both improve and sustain team performance to deliver and exceed assigned key performance indicators (KPIs).- Identify, create and implement strategy to proactively support the future workforce's needs to targets and goals.- Establish and communicate strategic approach to Workforce Planning, including requirements around key stakeholder engagement.- Work closely with the services to understand strategic priorities and growth trajectories, understanding the impact on targets and the required recruitment support to achieve this.- Collaborate with stakeholders to strategically forecast and plan for the future requirements, determining recruitment resource requirements, technology capability, and wider workforce support to enable successful delivery.- Maintain a deep understanding of the current recruitment objectives, working closely with stakeholders and business units to ensure future needs are met.- Respond swiftly to business needs and modeling required to support new and existing business ventures.- Deploy and redeploy staffing within business units to meet budget needs and business requirements.- Actively maintain awareness of all risks, compliance obligations and impacts to business needs.- Develop and maintain strategic workforce models and plans projecting current and future requirements for delivery.- Support and manage payroll as per business requirements.

Key Skills and Attributes Required:
- Experience in a similar role in a contact centre environment- Experience working directly with clients- High level PC skills - ACD, MS Office and Google- Excellence in service delivery under time pressure

If you possess the skills and experience described above and are a seasoned Contact Centre Workforce Planning Manager, we invite you to join us. Your expertise will be instrumental in steering our organization toward greater achievements. Don't miss the opportunity to be part of our journey

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