Optimising Workforce Excellence

3 days ago

Melbourne, Victoria, Australia beBeeStrategist Full time $99,401 - $124,121

As a Workforce Optimisation Manager, you will play a pivotal role in the workforce planning and management of our Contact Centre(s) and Operational Teams.

This strategic position will involve creating, owning, and executing the workforce planning strategy to deliver our organisational objectives; customer value proposition (CVP), employee value proposition (EVP), service standards and service excellence in a commercially viable manner.

You will lead an effective Resource Management team delivering Forecasting, Scheduling, Rostering, Real Time Management, Telephony Administration, Reporting and FTE budget and recruitment plans.

Additionally, you will coach and develop all team members and Health Insurance Leaders in Resource Management foundations, as well as using data and insights to identify and recommend people, process, system and customer improvements.

Key Responsibilities:

  • Lead the delivery of accurate Resource Management services (forecasts, rostering, real time management, telephony administration etc) for Contact Centres, and Operations while continuing to evaluate models, assumptions and requirements to improve accuracy of services.
  • Deliver, enhance and develop insightful reporting to assist the business in understanding performance
  • Work collaboratively with internal and external stakeholders to ensure workforce plans deliver the best outcomes for each area
  • Ensure teams have the resources and knowledge necessary to deliver on member, customer and employee value propositions whilst achieving business objectives
  • Lead and motivate the team to improve the services of the Resource Management team to match to business needs, industry standards and trends or to enable innovation.
  • Considering sales, product and marketing plans, recommend a workforce optimisation strategy to deliver on customer and employee value propositions and commercially sound business objectives.

What We're Looking For:

We are seeking a proactive and committed leader who is particularly passionate about achieving exceptional results, receptive to continuous change and a role model for peers.

Required Skills and Qualifications:

  • Be an adaptive leader to coach and develop our people in new ways and within new environments to ensure each person is delivering or above against each individual goals
  • Significant experience in a workforce management role coupled with a thorough understanding workforce management principles & methodologies
  • Technology skills in workforce management systems and an advanced knowledge and experience with Microsoft Office suite would be highly regarded

Benefits:

Our company offers a dynamic work environment that fosters growth and development. As a Workforce Optimisation Manager, you will have the opportunity to make a significant impact on our organisational success.

Others:

Independent, self-motivated and well organised with the ability to work as a team.

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