Strategic Workforce Planner

1 week ago

Sydney, Australia TenacityCX Full time

Strategic Workforce Planner who has a deep understanding of contact centres
- Manage a team of 2 - one RTA & one WFP
- $115k+super+bonus (neg), blended WFH & in office

We are working with a well recognised global (AND FUN) brand. This role plays a vital role in the successful overall performance of their multi site contact centre - located in North Sydney.

As the Strategic Workforce Planning Manager, you will be a forward thinker, strong with forecasting & the development of budgets, someone who will challenge the status quo AND has a deep understanding of contact centre operations.

**The Role**:

- Responsible for the build & execution of the Workforce Management Strategy
- Work closely with senior stakeholders in the contact centre to influence overall performance whilst optimising resources & budgets
- Budget design, execution & management
- Forecasting across multi site contact centres - doing both long term (1-3 year) and short term (0-3 month) workforce capacity plan
- Providing a schedule/roster that optimizes resources to meet the forecast
- Defining a Real-Time Monitoring Strategy & a roster that meet business needs
- Drive initiatives to benefit staff engagement

**The Ideal Person**:

- At least 3-5-year proven experience in a medium to large size Contact Centre
- Previous direct people management and coaching experience
- Experience with budgeting - build and management
- Experience working with outsource partners
- Accreditation with common Workforce Management and Reporting tools
- Project Management or efficiency eg; LEAN accreditation
- Preferable COPC or other certification for Workforce Management
- Be a creative thinker - someone who can confidently challenge status quo and make recommendations to drive efficiencies
- Designs reporting mechanics & dashboards to monitor performance

This role is blended - both WFH & in office (lovely offices in North Sydney).

In addition to remuneration, there are extensive benefits provided as part of the Employer Value Proposition.

We are interviewing immediately - Do not miss this fantastic opportunity APPLY TODAY

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