Workforce Planning Manager

2 days ago

Melbourne, Victoria, Australia Zone IT Solutions Full time

We are seeking a highly skilled Workforce Manager to join our team at Zone IT Solutions. As a key member of our operations team, you will play a critical role in managing our workforce planning and optimization processes.

**Key Responsibilities:**

  • Develop and implement effective workforce management strategies to ensure the right staff are in place to meet service level agreements and operational goals.
  • Collaborate with cross-functional teams to analyze data, forecast demand, and develop staffing plans.
  • Utilize workforce management software to optimize staffing levels and improve operational efficiency.
  • Provide training and mentoring to workforce management staff to ensure they have the necessary skills to perform their roles effectively.
  • Stay up-to-date with industry trends and best practices in workforce management to ensure our operations remain competitive.

**Requirements:**

  • Minimum of 5 years of experience in workforce management within a contact center or similar environment.
  • Strong understanding of workforce management principles, tools, and methodologies.
  • Experience with workforce management software such as Aspect, Verint, or Genesys.
  • Proven ability to analyze data, forecast demand, and develop staffing plans.
  • Excellent communication and interpersonal skills.
  • Strong analytical and problem-solving skills.
  • Ability to work in a fast-paced environment and manage multiple priorities.
  • Knowledge of service level agreements (SLAs) and key performance indicators (KPIs).

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