Strategic Workforce Consultant

1 week ago

Melbourne, Victoria, Australia beBeeWorkforce Full time $80,000 - $110,000
Job Title: Workforce Planning Specialist

About the Role

We are seeking a highly skilled workforce planning professional to support our team in delivering exceptional services.

The Workforce Planner will assist senior staff by providing support for workforce planning programs, forecasting, scheduling, and real-time monitoring of tasks. The position provides specialist advice that contributes to the advancement of objectives and undertakes administrative duties supporting projects and events to meet operational demands.

Key Responsibilities:

  • Develop forecasts across multiple contact centre channels and deliver workforce and rostering plans for different periods of the operational calendar.
  • Plan, implement, and coordinate workforce planning systems and processes including scheduling, providing services, coordinating projects, producing reports, allocation, and real-time monitoring of resources following agreed standards and timeframes.
  • Participate in planning and operational committees to share knowledge and expertise in the area of contact centre workforce planning.
  • Coordinate and administer the delivery of a high-quality program of services, systems, or administrative processes following best practices and university policies, procedures, and strategic priorities.
  • Coordinate a work environment of continuous review and improvement by overseeing and reporting on process and service efficiency and implementing performance improvement measures.
  • Undertake research, data analysis, and management in areas of contact centre workforce planning, including producing reports independently.

Required Skills and Qualifications:

  • Highly developed technical skills to produce a range of forecasts, data analyses, and visualisations using tools such as Microsoft Excel, Power BI, or similar.
  • Demonstrated experience in developing workforce planning strategies and innovative solutions for contact centres and proven ability to build and implement forecasting methods across multiple contact centre channels.
  • Demonstrated experience in coordinating a successful function, administrative process, or service, with a focus on delivering excellence in customer service.
  • Highly developed planning and organisational skills, with experience establishing priorities, implementing improvements, and meeting deadlines.

Benefits:

This role offers the opportunity to work in a dynamic and challenging environment, with the potential for professional growth and development. The position also provides a competitive salary and benefits package.

How to Apply:

To apply for this exciting opportunity, please submit your application, including your resume and cover letter, to the relevant contact person.

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