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Workforce Planning Specialist

2 months ago

Australia TSA Group Full time
Job Description

TSA Group is seeking a highly skilled Workforce Planning Specialist to join our team on a permanent basis.

The Workforce Planning Specialist will be responsible for producing accurate daily, monthly, and yearly call staffing forecasts. This will involve analyzing data and trends to identify opportunities for improvement and implementing changes to our workforce management systems.

The successful candidate will have a strong attention to detail and thrive in a fast-paced environment. They will be able to work well within a team environment and positively influence and motivate a high-performing team.

Key Responsibilities:

  • Produce highly accurate reports highlighting results across key business drivers, including trends.
  • Monitor and revise workforce and business forecasts.
  • Recognize that workforce planning tasks focus on outcomes from the planning process, more so than the process itself.
  • Assign campaigns per group/line of business.
  • Action staff changes, including team and employment status changes.
  • Create accurate rosters that meet the business needs.
  • Analysis of data and reporting to identify emerging trends and anomalies in order to add value to the end-to-end workforce management process.

Requirements:

  • Experience in a busy, commercial, competitive WFP/Contact Centre environment.
  • Qualifications and/or experience in Alvaria/E-WFM, AWS, and Power BI (preferred).
  • Strong attention to detail, quality, and accuracy.
  • Sound problem-solving and analytical skills.
  • Ability to work well within a team environment and positively influence and motivate a high-performing team.
  • Proven customer focus, both internal and external.
  • Intermediate to Advanced MS Excel usage.

Why Work with TSA Group?

  • We are a dynamic and growing company that values our employees and offers opportunities for career advancement.
  • We provide comprehensive training and ongoing coaching and development to ensure our employees have the skills and knowledge they need to succeed.
  • We have a fun, friendly, and supportive team environment that encourages collaboration and innovation.