Workforce Strategy Manager

1 week ago


Richmond, Australia REA Group Full time

Workforce Planning & Analytics Manager

Overview: This role is pivotal in shaping the future of our workforce strategy, ensuring alignment with our organizational objectives and enhancing customer support performance.

Key Responsibilities:

Lead and mentor the Workforce Team in crafting and executing strategic workforce initiatives that align with business objectives and customer support metrics. Collaborate with direct reports to provide accurate roster forecasting, maintain schedule adherence, and conduct thorough analyses of Customer Support queues to uncover business opportunities and drive continuous enhancements. Utilize and interpret Zendesk data to deliver actionable insights to senior management. Formulate policies and procedures that empower the Workforce Planner and Real-Time Analyst to meet Customer Support goals. Innovate and implement new workflows and processes to foster collaboration between the Workforce Planning team and Customer Support Team Leads. Present strategic opportunities to key stakeholders that optimize team performance and create operational efficiencies. Identify and communicate relevant data trends, providing tactical insights and solutions to enhance overall performance.

Ideal Candidate Profile:

A seasoned professional with 5-6 years of experience in customer service and workforce planning environments. Strong attention to detail, quality, and communication skills. Familiarity with Zendesk and AWS is preferred, along with a solid understanding of Workforce Planning principles. A solutions-oriented mindset, capable of navigating complex situations. Ability to thrive in a fast-paced and agile work environment. Capacity to perform effectively in ambiguous circumstances. A strong focus on customer satisfaction, both internally and externally. Proficient in advanced MS Excel functionalities.

Employee Experience:

We prioritize the physical, mental, emotional, and financial well-being of our employees. This organization is dedicated to fostering professional and personal growth.

Benefits:

A flexible hybrid work model. Comprehensive parental leave options for primary and secondary caregivers. Programs designed to support mental, emotional, financial, and physical health. Community engagement initiatives, including volunteering leave and matched payroll giving. Opportunities for innovation through Hack Days. Recognition programs to celebrate employee contributions.

Commitment to Diversity, Equity, and Inclusion:



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