Senior Workforce Strategist Melbourne, Australia

2 weeks ago

Melbourne, Victoria, Australia Easygo Full time
Workforce Manager Role at Easygo

Earn an estimated $120,000 - $150,000 per year as a Workforce Manager at Easygo in Melbourne, Australia.

About the Job

We are seeking an experienced Workforce Manager to join our team at Easygo. As a key member of our operations team, you will be responsible for developing and implementing workforce management strategies to ensure optimal staffing levels based on forecasted call volumes and service level targets.

Key Responsibilities:
  • Workforce Planning: Analyze historical data and trends to create accurate forecasts for staffing needs and develop strategies to ensure optimal staffing levels.
  • Scheduling: Create and manage agent schedules that align with forecasted workload and business needs, adjusting schedules in real-time to accommodate unplanned absences or spikes in call volume.
  • Performance Analysis: Monitor and analyze key performance indicators (KPIs) such as service levels, occupancy rates, and average handling time, providing regular reports and insights to management regarding workforce efficiency and effectiveness.
  • Employee Management: Collaborate with team leaders and supervisors to assess agent performance and identify training or development needs, promoting a positive work environment that fosters employee engagement and retention.
About Us

At Easygo, we pride ourselves on being a prominent service provider to leading brands within the iGaming industry. Our commitment to placing our clients and their communities' entertainment at the forefront of everything we do has solidified us as the ultimate online service provider for entertainment companies.

Requirements:
  • Education: Bachelor's degree in Business Administration, Human Resources, or a related field.
  • Experience: Minimum of 3 years of experience in workforce management within a contact center environment.
  • Skills: Proficiency in workforce management software (e.g., NICE, Verint, Aspect, Playvox), strong analytical skills, and experience with data analysis tools (e.g., Excel, Tableau).
What We Offer

We offer a range of benefits to support your career and well-being, including:

  • EAP access for you and your family
  • Access to over 9,000 courses across our Learning and Development Platform
  • Paid volunteer day
  • Daily catered breakfast
  • Massage Wednesdays
  • Team lunches and happy hour in the office from 4pm on Fridays

We believe that diversity and inclusion drive innovation and excellence, so we welcome applications from talented individuals from all backgrounds.

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