Workforce Planning Specialist

1 month ago


Sydney, New South Wales, Australia Zone IT Solutions Full time

We are seeking a Workforce Planning Specialist to play a key role in managing workforce planning and optimization processes at Zone IT Solutions. You will ensure the right staff are in place to meet service level agreements and operational goals.

Key Responsibilities

  • Develop and implement workforce management strategies to optimize staffing levels and improve service quality.
  • Analyze data to forecast demand and develop staffing plans that meet business needs.
  • Collaborate with cross-functional teams to ensure effective communication and coordination.
  • Stay up-to-date with industry trends and best practices in workforce management.

Requirements

  • Minimum of 5 years of experience in workforce management within a contact center or similar environment.
  • Strong understanding of workforce management principles, tools, and methodologies.
  • Experience with workforce management software such as Aspect, Verint, or Genesys.
  • Proven ability to analyze data, forecast demand, and develop staffing plans.
  • Excellent communication and interpersonal skills.
  • Strong analytical and problem-solving skills.
  • Ability to work in a fast-paced environment and manage multiple priorities.
  • Knowledge of service level agreements (SLAs) and key performance indicators (KPIs).
  • Experience in training and mentoring workforce management staff.
  • Bachelor's degree in a related field is preferred.


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