Senior Operational Analyst

1 week ago

Hobart, Tasmania, Australia beBeeWorkforce Full time $115,000 - $135,000

Looking for a challenging role that combines business acumen with analytical skills? We have an exciting opportunity for a Workforce Planner to join our team.

As a Workforce Planner, you will play a vital role in supporting customer care by developing and maintaining planning models reflective of the current operational environment. Your expertise will enable us to optimize our workforce, improve productivity, and enhance customer satisfaction.

About the Role

The ideal candidate will have a deep understanding of workforce management principles in a multi-channel environment. You will be responsible for establishing and maintaining relationships with key internal stakeholders, including finance, care leadership, marketing, demand & delivery, and outsource/third party teams.

  • Develop and maintain planning models reflective of the current operational environment.
  • Drive alignment with long-term/budgetary planning to operational delivery.
  • Support the effective provision of change impact assessments.
  • Maintain a sustainable capacity plan.
Requirements

To succeed in this role, you will need:

  • A strong understanding of workforce management principles in a 500+ seat multi-channel environment.
  • Experience with industry-standard WFP tools (EWFM, Verint etc.) or Genesys WFP experience.
  • Strong problem-solving skills with the ability to quickly identify and resolve issues.
  • Excellent stakeholder management skills with the ability to communicate effectively at all levels.
  • Proficiency in Excel with advanced functions.
Benefits

We offer a flexible hybrid work arrangement, free mobile and NBN plans, additional leave, access to our learning hub, and development opportunities. Our benefits package is designed to support your well-being and career growth.

Join us and take the first step towards a rewarding career as a Workforce Planner

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