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Workforce Optimization Specialist

1 month ago

Frenchs Forest, New South Wales, Australia Direct Group Full time
About the Role

We are seeking an experienced Workforce Planner to join our Customer Hub team at Direct Group, a leading direct-to-consumer retailer.

Key Responsibilities
  • Develop and manage rosters, provide real-time management of queues, and conduct post-roster reviews to ensure maximum efficiency and productivity.
  • Conduct short, medium, and long-term call, email, and web chat forecasting to align staffing levels with customer demand.
  • Optimise staffing levels to deliver targets and participate in the development of automated monitoring and reporting tools.
  • Establish workforce planning policies, procedures, and disciplines while creating a safe, positive, supportive, and inclusive work environment.
About You
  • A minimum of 3 years of Contact Centre experience with strong working knowledge of Contact Centres.
  • A minimum of 2 years' experience in workforce planning and forecasting in a medium to large Call Centre.
  • Experience in roster generation and optimisation (ideally using Nice CX One).
  • Ability to build strong cross-functional stakeholder relationships and communicate effectively.
  • Excellent people skills, analytical skills, and attention to detail.
Why Choose Us
  • We offer excellent product discounts, on-site café, free parking, social club, and access to SONDER health and wellbeing services.
  • Ongoing learning and development opportunities to help you grow in your role.
  • Recruitment referral incentives for permanent and casual placements.