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Strategic Workforce Planning Specialist
2 weeks ago
A skilled workforce planning expert is required to drive productivity and efficiency in a fast-paced contact centre environment. The successful candidate will be responsible for analysing resource needs, developing short-term plans, and implementing productivity initiatives to enhance customer experience.
The Key Responsibilities:
- Utilise advanced workforce planning tools to continuously monitor call and message queues, identifying optimisation opportunities and making data-driven decisions.
- Develop actionable insights and impact assessments to support business leaders in driving workforce optimisation, customer satisfaction, and operational performance.
- Schedule resources aligned with business objectives, service levels, and training requirements, ensuring effective use of staff activities including leave, flexible workdays, training, meetings, and development sessions.
- Provide expert advice on scheduling matters, assess potential impacts, and develop comprehensive performance planning materials to support business stakeholders.
- Maintain accurate employee records using specialised workforce planning software.
- Act as a trusted advisor to the business unit, providing strategic guidance on recruitment strategies and workload management.
- Escalate identified risks and assume responsibility for resolution until completion.
- Develop and implement strategic forecasting of workload, including trending & impact factors.
Essential Skills and Qualifications:
- Proven experience in a busy contact centre environment.
- Ability to meet objectives and targets while working to deadlines and managing priorities.
- Excellent communication and interpersonal skills, coupled with well-developed planning and organisational abilities.
- Strong problem-solving and analytical capabilities.
- Proficiency in Microsoft Office software, with advanced knowledge in Excel.
- Relevant tertiary qualifications or certifications from recognised industry providers would be advantageous.
- A risk-focused mindset, with the ability to proactively identify and mitigate current and future risks.
About This Opportunity:
We are committed to building a diverse and inclusive workforce that reflects the communities we serve. As a value-driven organisation, we nurture and support our people through skill development, collaboration, flexibility, and internal promotion. With customer-centricity at every touch point, we take accountability for the role we play in enhancing financial wellbeing.
