Optimizing Resource Allocation Specialist

1 day ago

Melbourne, Victoria, Australia beBeeWorkforcePlanning Full time $98,000 - $124,000

Delivering business excellence through strategic workforce planning is essential to meet the demands of an evolving customer landscape. At our organization, we are making significant strides towards our vision of leading the energy transition through cleaner energy and innovative solutions.

We are seeking a skilled Workforce Planning Analyst to join our team and contribute to optimizing resource allocation strategies for our customers and operational goals. This role requires analyzing trends, forecasting demand, and developing scheduling strategies to enhance efficiency and service quality.

The successful candidate will drive resource optimization, scalability, and customer service performance by providing insights on workforce management and contact centre operations.

Key Responsibilities:

  1. Develop long-term capacity plans to ensure seamless delivery of services to our customers, taking into account emerging trends and forecasts.
  2. Manage staff scheduling to maximize efficiency, engagement, and compliance, ensuring the right people are in the right place at the right time.
  3. Design and implement telephony routing models to optimize call flow and customer experience.
  4. Drive innovation in forecasting, resource management, and contact centre performance by implementing data-driven strategies and technologies.
  5. Maintain accurate consultant configuration and workforce data for planning and reporting purposes.
  6. Communicate emerging schedule challenges and solutions to stakeholders to ensure seamless execution of plans.

About You:

We are looking for a motivated and detail-oriented professional with proven workforce planning experience, preferably gained in multi-channel contact centres. The ideal candidate should possess:

  • Strong analytical and problem-solving skills to identify opportunities for improvement and implement effective solutions.
  • Excellent communication and negotiation skills to collaborate effectively with stakeholders and drive results.
  • Proficiency in Aspect eWFM or other workforce management systems to leverage technology and drive business outcomes.
  • Tertiary qualification in Business, IT, or a related field is highly desirable.

About Us:

We believe in fostering a diverse and inclusive workplace where everyone has the opportunity to grow and succeed. We welcome applications from talented individuals who share our values and are passionate about creating positive change.

Our Culture:

At our organization, we prioritize collaboration, innovation, and continuous learning. We offer a dynamic work environment that encourages employees to take ownership of their projects and strive for excellence.

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