Workforce Planner

6 days ago

Brisbane, Australia Hudson Australia Full time

Our client, a large QLD Government department, is seeking to engage an experienced Worforce Planner to support the objectives of the organisation by designing effective processes and policies, to achieve the desired outcomes, per the departments current Strategic Plan.

**Key Responsibilities**
- Supporting the establishment, in particular to its customer contact services delivered by telephone, including the development of policies and procedures for service delivery.
- Responsible for establishing workforce planning protocols and practices to develop optimal operating strategies for a small contact centre; improving employee engagement.
- Developing and delivering training and quality assurance services, and upskilling team members to provide training and quality assurance services.
- Providing efficient and effective rostering and scheduling for improved service levels daily, weekly, monthly, and annually.
- Responsible for the day-to-day performance of schedules and resources planning
- Develop a clear understanding of functional requirements and service drivers to accurately forecast current and future call volumes and trends.
- Developing telephone scripts to ensure consistent information transfer to customers ensuring quality service delivery standards.
- Establish operational reports to monitor call flow trends and to inform decisions relating to training and development opportunities, improving customer satisfaction targets and KPI targets.
- Providing informed recommendations to address resourcing requirements and continuous improvement to enhance service delivery.
- Liaising with internal stakeholders, regarding workforce planning performance information and statistics, to facilitate the exchange of information, support decision-making, to assist in the effective and efficient delivery of service.
- Build and maintain positive relationships with internal and external stakeholders.
- Promoting change and improvement initiatives, to foster and contribute to a culture of growth, continuous improvement, and development.
- Maintaining records to enable effective planning and decision making to achieve service delivery targets.
- Participate in recruitment, staff development and training requirements
- Contributing to a positive and safe work environment by modelling conduct that is culturally capable, inclusive, respectful, and ethical
- Other duties as required.

**Highly Desirable Requirments**

Experience in customer contact centre planning and management would be considered highly desirable, as would experience using customer contact centre telephony systems (such as Genesys Purecloud).

**Further details**:
8 Hours/day - 40 Hour working week.

  • Workforce Planner

    7 days ago

    Brisbane, Queensland, Australia National Professional Solutions Full time

    **Workforce Planner - Rostering | National Networks Plus (NNP)****Location**:Aspley Haymarket** |** Full-Time **|**Monday to FridayAre you a master of logistics with a passion for connecting people to meaningful work? National Networks Plus (NNP), a trusted not-for-profit staffing agency in aged care, Home Care, and Community services, is looking for a...

  • Workforce Planner

    20 hours ago

    Brisbane, Australia DVConnect Full time

    Full-time Permanent & Fixed-term opportunities available Located at Brisbane Office Ongoing professional development Who are we? DVConnect is a leading provider of evidence-based and trauma-informed services for people impacted by all forms of personal violent crime, including those who use and experience violence in their relationships. Our purpose is...

  • Workforce Planner

    7 days ago

    Brisbane, Queensland, Australia Dvconnect Full time

    Full-time 6 month fixed-term contract availableLocated at Brisbane OfficeOngoing professional developmentWho are we?DVConnect is a leading provider of evidence-based and trauma-informed services for people impacted by all forms of personal violent crime, including those who use and experience violence in their relationships. Our purpose is to create pathways...

  • Workforce Planner

    6 days ago

    Brisbane, Australia Public Trust Office Full time

    About the role In the heart of Queensland Public Trustee's (QPT) CED portfolio lies CST, dedicated to empowering Queenslanders through trusted financial services. The CST serves as the primary point of contact for financial management customers, their support networks, and service providers. As a Workforce Planner, you will be a cruicial member of the CST,...

  • Workforce Planner

    6 days ago

    Brisbane, Queensland, Australia Public Trust Office Full time

    About the roleIn the heart of Queensland Public Trustee's (QPT) CED portfolio lies CST, dedicated to empowering Queenslanders through trusted financial services. The CST serves as the primary point of contact for financial management customers, their support networks, and service providers.As a Workforce Planner, you will be a cruicial member of the CST,...

  • Workforce Planner

    2 weeks ago

    Brisbane, Australia Queensland Health Full time

    The Workforce Planner in the Health Contact Centre will liaise with internal stakeholders, regarding workforce planning performance information and statistics, to facilitate the exchange of information, support decision making, to assist in the effective and efficient delivery of service for the HCC. Once training has occured, you will have the opportunity...

  • Workforce Planner

    7 days ago

    Brisbane, Queensland, Australia Queensland Health Full time

    Liaise with internal stakeholders, regarding workforce planning performance information and statistics, to facilitate the exchange of information, support decision making, to assist in the effective and efficient delivery of service for the HCC.Key competencies/suitability (role specific criteria and personal qualities)You will be assessed on your ability to...

  • Workforce Planner

    4 days ago

    Brisbane, Queensland, Australia Hudson Australia Full time

    Our client, a large QLD Government department, is seeking to engage an experienced Worforce Planner to support the objectives of the organisation by designing effective processes and policies, to achieve the desired outcomes, per the departments current Strategic Plan.**Key Responsibilities**- Supporting the establishment, in particular to its customer...

  • Strategic Workforce Planner

    2 weeks ago

    Brisbane, Queensland, Australia beBeeWorkforce Full time $120,000 - $180,000

    Job Description">We seek a Strategic Workforce Planner to drive transformative HR initiatives across various work environments.Key Responsibilities:Lead delivery of strategic workforce objectives and develop high-level reports, audits, briefings, policy papers, and submissions.Provide valued advice to executive and senior management to guide workforce...

  • Principal Workforce Planner

    6 days ago

    Brisbane, Australia Queensland Rail Full time

    **Principal Workforce Planner**: - Req. Id: 8758- Date: 7 Nov 2024- Location: Brisbane, QLD, AU, 4000- Company: Queensland Rail**You’ll connect Queensland. We’ll connect you to an amazing career.** Queensland Rail is looking for a collaborative Workforce Planning Specialist on a **temporary full time basis until 26/03/2026 **to join our People Planning...