Workforce Planning Specialist

1 week ago

Sydney, New South Wales, Australia CMC Markets Full time

Workforce Planner Role Overview

The Workforce Planner will play a critical role in driving strategic workforce planning and optimization across the APAC & Canada Client Services team. This position will be responsible for creating and implementing a data-driven approach to workforce management, ensuring the efficient allocation of workload and resources to achieve operational objectives.

Key Responsibilities

  • Develop and maintain accurate forecasts of workload volumes across all channels, including voice, messaging/chat, and email, to support strategic planning and talent acquisition.
  • Create and manage rosters and schedules to optimize available capacity and maximize the client experience through the achievement of service levels.
  • Provide data-driven insights and analysis to enhance overall team and individual performance and inform the Client Services strategy.
  • Monitor and report on volumes, service levels, and experience across all queues and channels, ensuring adherence to schedule.
  • Partner with the Client Services Extended Leadership Team to prioritize and allocate workload and optimize service levels.
  • Represent Client Services in projects as required and provide guidance on contact centre best practice operations.

Requirements

  • Expert knowledge of workforce management systems and principles.
  • Minimum 2-3 years of successful related forecasting and planning experience, with a strong operations background, preferably in Contact Call Centre Environments.
  • Graduate level or equivalent.
  • Strong computer and software knowledge.
  • Strong knowledge of contact centre telephone and CX platforms, with experience with Salesforce desired.
  • Strong knowledge of Contact Centre fundamentals.
  • Experience in building and maintaining complex forecasting models using WFP planning tools.
  • Ability to communicate confidently both written and orally at all levels.

Competencies

  • Communication
  • Team Work
  • Customer Focus
  • Resilience & Adaptability
  • Problem Solving

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