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Workforce Optimisation Specialist

1 week ago

Sydney, New South Wales, Australia Inter Ikea Systems B.V. Full time
About the Role

As an Intraday Workforce Planner, you will play a critical role in ensuring the seamless operation of our contact centre. Your primary responsibility will be to continuously monitor and adjust workforce schedules to meet customer demand, while also maintaining a balanced workload for our team members.

Key Responsibilities:

  • Continuously evaluate forecast against actual demand and trends to determine if a re-forecast and further actions are required
  • Constantly ensure that demand and supply match and take measures to secure consistent performance
  • Monitor queue times and abandon rates on all queues across channels and skills to optimise co-worker efficiency to customer-facing activities and reduce customer waiting time
  • Coordinate short-term measures on the supply side, e.g. rescheduling training, to balance co-worker and customer experience while operating against the right cost
  • Develop and maintain close collaboration with managers and team leaders to understand needs for trainings, team meetings etc, thus securing both schedule adherence and a balanced day-to-day co-worker experience

What You Need

  • A naturally friendly and personable attitude, you can interact with co-workers, team leaders and managers alike, building effective working relationships
  • The ability to respond quickly to business needs, effectively optimising the allocation of resources
  • A keen eye for detail and can identify opportunities for improving efficiencies by ensuring non-adherent events are reduced by taking corrective actions
  • Strong knowledge of the intraday area within the contact centre industry and its integration with scheduling, with experience of monitoring productivity in real time
  • Utilisation of workforce management software is preferred and proficiency in Microsoft Suite i.e. Excel & PowerPoint

About Us

At Inter Ikea Systems B.V., we strive to create a better everyday life for the many people. We believe that everything we do comes with the responsibility to create a positive impact on people, society, and the planet. We are passionate about home furnishing, creating a positive life at home, and sharing our tasty responsibly sourced food with the many people across the world.

Our Culture

We stand for equality, diversity, and inclusion. We care about people & planet and promote health & wellbeing. We nurture your development and provide career opportunities to unlock your potential.