Workforce Planning Specialist

6 days ago

Melbourne, Victoria, Australia Transurban Full time
About the Role

We are seeking a skilled Workforce Analyst to support our Customer Service function in achieving customer metrics by teams both onshore and offshore. As a key member of our team, you will apply best practice workforce management principles to enhance the productivity and efficiency of our customer-facing teams.

Key Responsibilities
  • Validate and ensure forecasting, scheduling, and rosters are delivered accurately
  • Identify and implement immediate and medium-term contingency plans to control customer contact wait times
  • Act as a subject matter expert in relevant projects, policy, and procedure changes
  • Help identify and support continuous improvement initiatives to increase productivity
  • Provide insights and recommendations related to operational performance
  • Develop and maintain an understanding of reporting, real-time, and rostering activities
Requirements
  • Minimum 5 years' experience in a workforce management role, with strong experience in disciplines including forecasting, scheduling, rosters, and real-time management
  • Experience in working with an outsourced contact centre environment and ability to influence vendor outcomes and deliverables
  • Strong analytical skills, including the ability to analyse and interpret statistics and use data to tell a story
  • Robust analytical and problem-solving skills, attention to detail, and proficiency in Microsoft Excel
  • Experience with Tableau
What We Offer
  • A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year
  • 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well
  • Learning and development opportunities to support your career interests
  • Health and wellbeing support—access to Headspace and our EAP program, wellness facilities, and more
  • Share offers and insurance benefits
  • Social activities, community give-back programs, and paid volunteer days

We are committed to creating a workplace that is inclusive and respectful of all employees, regardless of their background, culture, or identity. We encourage applications from candidates of diverse backgrounds and lived experiences, including Aboriginal and Torres Strait Islander people and people living with disability.

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