Optimizing Staffing Levels Specialist

1 week ago

Gold Coast, Queensland, Australia beBeeWorkforce Full time $98,200 - $121,060

We are seeking a dedicated Workforce Planning Analyst to optimize staffing levels and uphold customer service commitment. Our ideal candidate will possess exceptional analytical, problem-solving, and organizational skills.

About the Role
  • Forecast call volumes and staffing needs based on historical and seasonal data.
  • Create efficient agent schedules using workforce management software.
  • Monitor real-time call centre metrics and adjust schedules as needed.
  • Coordinate annual leave and schedule internal meetings without compromising service levels.
  • Analyze Key Performance Indicators (KPIs) to identify areas for improvement.
  • Collaborate with Contact Centre management to address staffing challenges and propose solutions.
  • Generate routine and ad hoc reports for management.

The successful candidate will have a minimum of 2 years' experience in workforce planning or a similar role, preferably within a contact centre environment.

Required Skills and Qualifications
  • Proficiency in workforce management tools.
  • Exceptional analytical, problem-solving, and organizational skills.
  • Intermediate skills in Microsoft Excel or equivalent data analysis tools.
The Benefits of Working with Us
  • Commitment to development and mentoring from your team.
  • Free tickets for sporting events.
  • Discounted health insurance.
  • Employee Assistance Program (EAP).
  • Exclusive discounts with our partnership program.
  • Discounted gym memberships.

All employees must be entitled to work in Australia, complete a Federal Police Check and a Traffic History (QLD) or Driving Record (NSW) check.

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