Workforce Planning Lead

2 days ago

Melbourne, Victoria, Australia Sportsbet Full time
About the Role

The Workforce Planning Lead will play a key role in supporting our Workforce Planning function within Sportsbet's Customer Operations division. Reporting to the Head of Workforce Management, this role will be responsible for establishing an efficient and effective Rostering Model for multiple teams and channels across Sportsbet.

Key Responsibilities
  • Develop and implement accurate forecasting and scheduling models to meet service performance targets for multiple planning channels.
  • Build and manage rosters for frontline teams, ensuring optimal resource allocation and minimizing shrinkage.
  • Analyze performance data to identify trends and patterns, providing insights to key stakeholders on areas for improvement.
  • Collaborate with cross-functional teams to develop and implement process improvements, ensuring seamless integration with existing systems.
  • Design and implement reporting dashboards to track key performance indicators, enabling data-driven decision making.
Requirements
  • 5+ years of experience in workforce-related disciplines, preferably in a contact centre environment.
  • Proven expertise in workforce management systems and forecasting/resourcing methodology.
  • Strong analytical and problem-solving skills, with the ability to interpret complex data and drive business outcomes.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels.
What We Offer
  • A competitive salary and generous performance-based bonus.
  • A comprehensive benefits package, including 25 days annual leave and a $800 work from home office allowance.
  • A dynamic and supportive work environment, with opportunities for career growth and development.
  • A commitment to diversity, equity, and inclusion, with a focus on creating a workplace that values and respects all employees.

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