Workforce Planning Strategist
1 week ago
Job Summary
The Workforce Planning Strategist will lead and support the Workforce Team responsible for developing and driving the implementation of strategic workforce plans that are aligned with our business goals and customer support KPIs.
Key Responsibilities
- Lead and support the Workforce Team in developing and implementing strategic workforce plans that align with business goals and customer support KPIs.
- Engage and support direct reports to provide roster forecasting and maintenance, schedule adherence, and in-depth analysis of the Customer Support queues that identify business opportunities and drive continuous improvement.
- Leverage and analyze Zendesk data to provide recommendations to senior stakeholders.
- Develop policies and procedures that support the Workforce Planner and Real Time Analyst in line with the Customer Support team objectives.
- Develop and implement new workflows and processes to ensure synergy between the Workforce Planning team and the Customer Support Team Leads.
- Present new opportunities to key stakeholders that maximize team efficiency and create value.
- Identify and present relevant data trends with tactical insights and solutions to key stakeholders to improve performance.
Requirements
- An experienced professional with 5-6 years of experience in customer service and workforce planning.
- Excellent attention to detail, quality, accuracy, and communication skills.
- Experience in Zendesk and AWS preferred, and workforce planning fundamentals.
- A solutions-focused individual who can work productively in a fast-paced and agile environment.
- A strong customer focus, both internally and externally.
- Advanced MS Excel usage.
About REA Group
REA Group is a leading global digital business specializing in property. We are committed to the physical, mental, emotional, and financial health of our people. We offer a hybrid and flexible approach to working, flexible parental leave, programs to support mental, emotional, financial, and physical health and wellbeing, and more.
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