Workforce Planning Specialist

1 month ago

Sydney, New South Wales, Australia CMC Markets Full time

Workforce Planner Role Overview

The Workforce Planner will play a crucial 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 complex forecasting models using workforce planning tools to optimize workload volumes and scheduling.
  • Partner with the Client Services Extended Leadership Team to prioritize and allocate workload, ensuring optimal service levels and client experience.
  • Provide data-driven insights and analysis to enhance team and individual performance, informing the Client Services strategy.
  • Monitor and report on key performance indicators, including service levels, volumes, and experience across all queues and channels.
  • Collaborate with internal stakeholders to ensure seamless integration of workforce planning with other business functions.

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, including experience with Salesforce.
  • Strong knowledge of contact centre telephone and CX platforms.

Competencies

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

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