Manager Workforce Management

4 days ago

Melbourne City Centre, Australia Probe CX Full time

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

The Workforce Manager will act as the key point of contact for a portfolio of operational teams, contact centers in relation to any Workforce Optimization items and is the owner of the delivery of end to end Workforce Management Processes to the operational team’s

In this role, the manager will need to work closely with other roles within the WFO and Operational teams in order to effectively deliver on required outcomes and targets.

Key Details:
- Location | Melbourne CBDKey Responsibilities:

- Analysis and Forecasting_- Historical data analyzed, reported & used to produce short (daily and intraday level),mid,long term forecasts and recommendations (workload, staffing, shrinkages, attrition, etc)_
- Schedule Release_- Working closely with the scheduling and operational teams to ensure delivery of required schedules at a high level of accuracy_- Act as the key contact point for feedback and ongoing improvements in the schedule release process, delivery of team schedules_
- Real Time Management/Delivery Of Results_- Providing support to all WFO processes and roles in order to execute the developed plan, translating into operational delivery of results and targets_- Supporting the ongoing adjustment of forecasts,staffing requirements in the event of key changes or events within the operating environment (brand _
- impacts,events,staffing_
- variations,etc)_

Skills and Experience:
- Substantial experience within similar role- Experience in Contact Centre Workforce Planning/Scheduling/Analytics- Strong understanding of FTE modelling, capacity planning, building capacity plans from bottom up. Experienced working with Erlang models- Stakeholder management and communication

We are dedicated to doing things better and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm, find your purpose and grow.

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