Strategic Workforce Coordinator
2 days ago
We are seeking an experienced workforce planning professional to join our Customer Hub team at Direct Group.
**Company Overview:**
Direct Group is a leading direct-to-consumer retailer operating in Australia, New Zealand, and Asia. We communicate directly with customers through various channels and provide products and services to the growing senior demographic.
**Job Summary:**
As a Strategic Workforce Coordinator, you will be responsible for developing and managing rosters, providing real-time management of queues, and conducting post-roster reviews to ensure maximum efficiency and productivity.
The ideal candidate will have extensive experience within the call centre environment and a minimum of 2 years' experience in workforce planning and forecasting. You will be required to undertake short, medium, and long-term call, email, and web chat forecasting to ensure staffing levels are aligned and optimized with customer demand.
**Key Responsibilities:
- Conduct effective short, medium, and long-term call, email, and web chat forecasting
- Develop and manage capacity planning, rosters, post-roster reviews, and analysis
- Participate in the development of automated monitoring and reporting tools to support operational decision-making
- Work closely with stakeholders to understand and plan for upcoming activities and reports
- Optimize staffing levels to deliver targets
- Establish workforce planning policies, procedures, and disciplines while creating a safe, positive, supportive, and inclusive work environment
**Requirements:**
- A minimum of 3 years' experience in a contact centre environment with strong working knowledge of contact centre operations
- A minimum of 2 years' experience in workforce planning and forecasting in a medium to large call centre
- Experience in roster generation and optimization (ideally using Nice CX One)
- Ability to build strong cross-functional stakeholder relationships
- Excellent people skills, with the ability to communicate and motivate others
- Highly developed analytical skills
- Attention to detail, and the ability to interpret data from multiple sources
- Ability to be decisive with strong sales business acumen
- Strong communication and presentation skills
- Ability to work independently, multitask, prioritize, and manage time effectively in a fast-paced environment
**Estimated Salary Range:** $80,000 - $110,000 per annum, depending on experience
**Benefits:**
- Excellent product discounts across Direct Group
- On-site café
- Free on-site parking
- Social club
- Free membership to SONDER health and wellbeing for you and your family
- Learning and development opportunities
- Recruitment referral incentives
**Why Choose Direct Group?**
We offer a fun and collaborative work environment, excellent benefits, and opportunities for growth and development. If you are a motivated and experienced workforce planning professional looking for a new challenge, please apply now.
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