Strategic Workforce Planner

2 weeks ago

Brisbane, Queensland, Australia beBeeWorkforce Full time $73,608 - $105,432
Workforce Optimization Specialist

We are seeking a strategic Workforce Optimization Specialist to join our team. This key role is responsible for ensuring optimal workforce management and quality assurance practices across our operations.

The successful candidate will be responsible for forecasting and managing workforce demand, while upholding the highest standards of quality assurance. This involves monitoring daily operations, coordinating rosters, and producing analytical reports to drive business decisions.

  • Key Responsibilities:
    • Forecast call and ticket volumes to align staffing levels with business needs.
    • Monitor daily operations to ensure schedule adherence and service levels.
    • Coordinate rosters, shift planning, and resource allocations.
    • Produce workforce analytics and performance reports for leadership.
    • Identify resourcing risks and implement proactive mitigation strategies.
  • Quality Assurance:
    • Develop and maintain QA frameworks to assess service delivery across teams.
    • Conduct regular quality audits of tickets, communications, and client interactions.
    • Deliver feedback, coaching, and training recommendations based on QA findings.
    • Track quality metrics such as SLA compliance, CSAT/NPS scores, and audit trends.
    • Collaborate with managers to drive service improvement initiatives.

Requirements include prior experience in workforce planning and/or quality assurance in an MSP, CSP, IT service desk, or call centre environment. Strong analytical skills and proficiency in Excel, BI tools, or workforce platforms are essential.

In addition to a strong skillset, we value a collaborative, supportive, and quality-focused work environment. As part of our team, you'll have opportunities for professional development and career progression.

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