Workforce Manager

6 days ago

Melbourne, Victoria, Australia beBeeOptimisation Full time $120,000 - $150,000
Unlock a Rewarding Career

We're one of Australia's largest profit-for-members superannuation funds, working to reimagine a new way forward for our 1.1 million members and their communities.

Job Description:

As a key member of our team, you'll deliver exceptional service to our members by leveraging resource/demand modelling, real-time execution monitoring, and ad-hoc resource adjustments in the Member Help Team (Service Centre).

You'll oversee resource allocation across the Member Engagement (Operations) team, collaborate with leaders, and develop a high-performing Workforce Planning team consisting of Workforce Planning and Real Time Analysts.

This role is responsible for liaising with key vendors, including telephony, workforce, and workflow solutions.

Required Skills and Qualifications:

  • Proven leadership experience in a contact centre or administration environment;
  • Strong expertise in workforce planning and management technology, including best practices related to workforce optimisation and contact centre technologies;
  • Demonstrated understanding of regulatory requirements in contact centres and administration environments in financial services;
  • Excellent interpersonal skills and ability to build relationships with diverse stakeholders;
  • Complex decision-making and prioritisation capabilities in a high-pressure environment;
  • Experience in change environments and implementing new processes;
  • Proficiency in Excel, PowerBI, and PowerPoint;

Benefits:

Aware Super values diversity, flexibility, and employee wellbeing. We offer a unique opportunity to shape the future of super and retirement, work on impactful projects, and enjoy a range of benefits, including health and fitness reimbursement, work-from-home technology reimbursement, and salary continuance insurance.

Join Our Mission:

Join us in creating a better tomorrow for our members and communities.

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