Strategic Workforce Optimization Specialist
1 week ago
**Company Overview**
Direct Group is a leading direct-to-consumer retailer in Australia, New Zealand, and Asia. With a strong presence in the market, the company offers a wide range of products and services to its customers.
**Job Title: Strategic Workforce Optimization Specialist**
We are seeking an experienced Contact Centre Workforce Planner to join our Customer Hub team at Direct Group. As a key member of our team, you will play a crucial role in developing and managing workforce plans that meet our business objectives.
**About the Role**
The successful candidate will have extensive experience in contact centre operations and workforce planning. You will be responsible for conducting short, medium, and long-term forecasting, developing capacity plans, and optimizing staffing levels to meet customer demand.
You will work closely with stakeholders across the business to understand upcoming activities and ensure that our workforce plans align with our strategic objectives. Your expertise will enable us to deliver exceptional customer service, improve productivity, and drive sales growth.
**Key Responsibilities**
- Develop and manage workforce plans to meet business objectives
- Conduct short, medium, and long-term forecasting to optimize staffing levels
- Work closely with stakeholders to understand upcoming activities and develop workforce plans accordingly
- Analyze data from multiple sources to inform workforce planning decisions
**Required Skills and Qualifications**
To be successful in this role, you will need:
- A minimum of 3 years' experience in contact centre operations and workforce planning
- Strong analytical skills and ability to interpret data from multiple sources
- Excellent communication and stakeholder management skills
- Ability to work independently and as part of a team
**Benefits**
We offer a competitive salary package, including:
- A base salary of AU$120,000 per annum
- Product discounts across Direct Group
- On-site café and free parking
- Social club and employee recognition programs
**Location**
This role is based in our Frenchs Forest office, conveniently located near public transportation hubs.
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