Workforce Planning Manager

5 days ago

Sydney, New South Wales, Australia MAYDAY Recruitment Group Full time
About the Role

MAYDAY Recruitment is partnering with a leading Australian healthcare organization to recruit an experienced Workforce Planning & Performance Optimisation Manager for a 12-month fixed-term contract.

This newly created role will involve setting up Workforce Management from scratch, including software, processes, and policies.

Key Responsibilities
  • 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 if needed.
  • Work 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 updated on industry best practices and continuously improve methods.
  • Improve, plan, and recommend recruitment needs, onboarding, and training to maximize team competency.
  • Manage planned leave requests to balance business needs and employee engagement.
Requirements
  • Previous experience in workforce planning and scheduling management, ideally 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, capable of interpreting data and making data-driven decisions.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.
About the Company

MAYDAY Recruitment is a leading recruitment agency in Australia, partnering with top healthcare organizations to find the best talent.

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