Strategic Workforce Optimisation Specialist

**Take hold of a monster opportunity and join our Member Services team as a Strategic Workforce Optimisation Specialist.**

**If you’re a good fit for this role and live in Brisbane or Melbourne, we’d love you to apply.**

**Why join us?**
- You'll get 14% super as standard, to help your future come alive.
- Unleash your potential and build a career to be proud of through excellent training and development opportunities.
- Balance your work between in-person days at our purpose-built hubs and working from home.
- In the office, enjoy end of trip facilities, a yoga and multi-faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.

**About the role**

We’re all about helping our members make the most of their money. And while they go after their goals, you can too. As a Strategic Workforce Optimisation Specialist, you’ll be responsible for providing a strategic workforce optimisation plan for the Member Services contact centre.

This role is an integral part of the Workforce Optimisation team that supports Member Services, strategic direction by acting as an advocate for embedding workforce management practices. This role is to support the Workforce Optimisation Team Leader and work closely with Member Services major stakeholders.

Day to day, you’ll:

- Manage and grow the strategic portfolio whilst supporting the WFO Team Leader in the development and retention of the Workforce Optimisation team.
- Mentoring and supporting team members, along with training new members.
- Produce long term resource forecasting and planning models that considers both operational and budgetary constraints for Member Services spanning a minimum rolling 13 months in advance.
- Maintain and improve resourcing models by collaborating with stakeholders to source, transform and maintain data that drives the long-term forecast outlooks.
- Perform analysis and provide insights and recommendations that consider both current and future state business requirements in line with the Company strategy and values.
- Implement strategies that enhance productivity for the contact centre.
- Monitor and analyse workforce performance metrics, identifying trends and areas for improvement and provide strategic recommendations.
- Act as a trusted strategic advisor and help to address and solve for key business problems.
- Support the implementation of systems and tools that generate continuous improvement within workforce planning practices and deliverables.

**This role is a permanent opportunity.**

**About you**

It goes without saying you'll be a great communicator with top notch interpersonal skills we'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely your tick some of the following boxes too.
- Tertiary qualifications or equivalent industry experience.
- Knowledge and understanding of contact centre related workforce planning requirements and methodologies
- Experience with Contact Centre WFM and Telephony solutions
- Experience in analysis of workforce data including historical interaction patterns and trends.
- Experience working with financial divisional and departmental budgets.
- Ability to facilitate outcomes through strong communication skills, relationships, and stakeholder management.
- Cross industry experience in Workforce Optimisation and Planning

**About us**

Our 2.3 million members trust us to take care of almost $300 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you’ll be valued and heard in a respectful workplace. We've created an environment where you can be yourself and do amazing work. It's that simple.

We don’t want to leave you with a monstrous wait. So, you’ll hear from us after the closing date to find out whether you’ve made it through to the next round or not. Being fair and up-front is important to us - and recruitment is no different. It’s why we're part of the Circle Back Initiative.