Workforce Planning Strategist

4 days ago

Richmond, Australia REA Group Full time

Workforce Planning and Analytics Lead

At REA Group, we're looking for a highly skilled Workforce Planning and Analytics Lead to join our Customer Solutions & Operations function. As a key member of our team, you'll be responsible for developing and driving the implementation of strategic workforce plans that align with our business goals and customer support KPIs.

Key Responsibilities:

  • Lead and support the Workforce Team in developing and implementing strategic workforce plans.
  • Engage and support direct reports to provide roster forecasting and maintenance, schedule adherence, and in-depth analysis of the Customer Support queues.
  • Leverage and analyse 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.
  • Present new opportunities to key stakeholders that maximise the team and create efficiencies.

Requirements:

  • 5-6 years of experience in customer service and a WFP environment.
  • Excellent attention to detail, quality, accuracy, and communication skills.
  • Experience in Zendesk and AWS preferred, and Workforce Planning fundamentals.
  • Strong customer focus – both internally and externally.
  • Advanced MS Excel usage.

About REA Group:

REA Group is a leading global digital business, specialising in property. We're committed to the physical, mental, emotional, and financial health of our people. We offer a hybrid and flexible approach to working, flexible parental leave, and programs to support mental, emotional, financial, and physical health & wellbeing.

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