Strategic Workforce Coordinator

2 days ago


Frenchs Forest, New South Wales, Australia Direct Group Full time

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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