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Strategic Workforce Coordinator
2 weeks ago
Are you an analytical and strategic thinker with exceptional planning skills?
We are seeking a Workforce Planning Analyst to join our team. In this role, you will be responsible for day-to-day workforce management, including determining resourcing needs, short-term planning, and productivity initiatives.
You will work closely with operational teams to set daily management plans and provide support as needed.
The ideal candidate will have experience in a contact centre environment, excellent communication and interpersonal skills, and the ability to meet objectives while managing priorities.
Main Responsibilities- Leverage workforce planning tools and contact centre technologies to monitor call and message queues in real-time.
- Provide actionable insights and impact assessments to support workforce optimisation.
- Schedule resources aligned with business KPIs and service levels.
- Offer expert advice on scheduling matters and develop comprehensive performance planning materials.
- Act as a trusted advisor to stakeholders.
- Experience in a busy Contact Centre & Messaging environment.
- Excellent interpersonal and communication skills.
- Ability to meet objectives and targets while working to deadlines and managing priorities.
- Proficiency in MS Office software, particularly Microsoft Excel.
We are a value-driven organisation committed to building a diverse and inclusive workforce. We offer opportunities for skill and talent development, collaboration, flexibility, and internal promotion.
