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Workforce Planning Analyst

2 weeks ago

Melbourne, Australia Mercer Full time

Workforce Planning Analyst is responsible for real-time analysis, daily operational support, scheduling and reporting on Contact Centre activity to achieve business unit service standards.

Supporting WOLL AND Melbourne scheduling and day to day workforce functions as part of the global WFM services team

**Responsibility**
- Responsibility for timely provision of schedules to Customer Service Officers and Helpline Consultants
- Ensuring that resources are allocated effectively to meet the demand of the various work queues across MAS and MOAPL. Highlighting any periods of understaffing including possible solutions.
- Ensuring regulatory requirements, training and leave balances are assigned and any critical deadlines are met.
- Responsibility for performance analysis and reporting in the Contact Centres. Identifying trends and ways to improve workflows.
- May be required to fill in for US and UK contact centre WFM teams in periods of absence or leave
- Providing accurate and meaningful reporting to various stakeholders; Teams, Management and Client. Including, proactively providing insights to clients on their members / any trends.

**Education**
- Ideally diploma level qualification.

**Experience**
- Experience in call centre operations (service related or utility industry preferred)
- Experience in the use of workforce management tools, and call centre technology & terminology

**Knowledge and skills **(general and technical)
- Strong communication skills and reporting ability required, targeting broad range of key stakeholders
- Solid understanding of and strong focus to business objectives
- Complex decision making and prioritisation capability in a high pressure environment
- Well-developed Excel, PowerPoint, Visio, Access and Word skills
- Highly developed data analysis capability