Contact Centre Workforce Planning Specialist

2 weeks ago

Ballarat, Victoria, Australia beBeeWorkforcePlanning Full time $109,730 - $121,247

**Job Overview**

As a strategic workforce planning expert, you will play a pivotal role in ensuring the efficient operation of our contact centre.

Key responsibilities include:

- Developing and implementing effective workforce management strategies to optimize performance and meet service level agreements.
- Collaborating with cross-functional stakeholders to analyze business needs and develop data-driven solutions.
- Leading a team of real-time analysts to ensure agent adherence to schedule and optimize performance during peak periods.

**About You**

To succeed in this role, you will need:

- Proven experience as a workforce planner in a large-scale contact centre environment
- Strong analytical skills with the ability to work with complex datasets and communicate insights to diverse stakeholders.
- Effective leadership capabilities with the ability to build relationships at all levels and influence cross-functional teams.

**Requirements**

- Experience using contact centre telephony systems and predictive modeling tools
- Familiarity with Service Level Agreements and workforce management platforms.

**Why Join Us?**

We offer a dynamic and inclusive work environment that values diversity, equity, and inclusion. Our organization is committed to promoting equal opportunities and providing flexible working arrangements to support work-life balance.

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