Senior Workforce Planning Manager

1 month ago

Sydney, New South Wales, Australia Commonwealth Bank of Australia Full time
Workforce Planning and Real Time Support Manager

The Workforce Management Team is responsible for supporting all aspects of Workforce Planning & Real Time Support for the channels within Direct Channels.

You will manage and lead the Workforce Planning & Real Time Support teams in support of the Direct Channels Customer Contact Channels.

Key responsibilities include:

  • Lead the workforce planning function to support the Direct Channels customer facing teams in delivering an outstanding customer experience.
  • Manage, coach and develop the Workforce Planning team to meet and exceed KPI's around forecast variance, accurate reporting analysis, as well as engagement with the business.
  • Provide thought leadership on workforce optimisation strategies to support the overall strategy.
  • Develop innovative resource management solutions and drive their implementation through the use of effective communication and influencing techniques.
  • Management of overall team responsibilities, workload and output, including quality assurance, across all the Workforce Planning functions – Forecasting, Scheduling & Delivery & Budget & Capacity Planning.
  • Leverage and maximise technology (including identifying enhancements to existing technology) to drive improvements to the overall customer experience.
  • Develop strategies for the WFP team to measure and manage shrinkage so that these activities contribute positively to overall business performance; including tracking and reporting.

We are looking for a proven Resource Planning people leadership experience in a contact centre or operational environment, including the coaching and development of experienced planners and analysts.

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