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Workforce Planning Specialist

2 months ago

Sydney, New South Wales, Australia MAYDAY Recruitment Group Full time

Job Summary:

MAYDAY Recruitment Group is seeking an experienced Workforce Planning & Performance Optimisation Manager to join our team on a 12-month fixed-term contract. As a key member of our organisation, you will be responsible for setting up Workforce Management from the ground up, including software, processes, and policies.

About the Role:

  • Manage all aspects of Workforce Management, including forecasting, scheduling, real-time management, performance optimisation, and reporting.
  • Ensure performance targets are met or exceeded, and provide remediation plans as needed.
  • Collaborate with line managers to manage team performance and accountability.
  • Lead real-time management to ensure schedule adherence and handle peak times effectively.
  • Manage Contact Centre Technologies to maintain high performance and customer experience.
  • Stay up-to-date on industry best practices and continuously improve methods.
  • Develop and recommend recruitment needs, onboarding, and training to maximise team competency.
  • Manage planned leave requests to balance business needs and employee engagement.

Requirements:

  • Previous experience in workforce planning and scheduling management, preferably in a call centre/contact centre environment.
  • Experience implementing Workforce Management in Contact Centres is a plus.
  • Familiarity with CXOne is preferred but not essential.
  • Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.

What We Offer:

  • A competitive annual salary package of $90,000-$120,000.
  • Monday-Friday, full-time hours.
  • Work at our head office in the heart of Sydney.
  • Social Thursdays every fortnight.
  • Discounts and vouchers from leading Australian and online retailers, as well as corporate health insurance discounts.
  • Access to fitness centres across Australia at a subsidised rate.
  • Flexibility to work from home one day per week.