Ao5 Workforce Planner

2 weeks ago

Brisbane, Australia HAYS Full time

Mt Gravatt | ASAP Start | 6 month contract + possible extension | Full time | $60.25 p/h + Super

**Your new company**
This State Government Department is looking for an AO5 Workforce Planner, the role undertakes resource planning, which involves forecasting, trend analysis, long term and short-term planning, scheduling of staff, roster creation and maintenance, and performance reporting.

**Your new role**
- Source data, generate reports and disseminate accurate and timely information, to key internal stakeholders, to provide relevant feedback and enable effective decision making.
- Liaise with internal stakeholders, regarding workforce planning performance information and statistics, to facilitate the exchange of information, support decision making
- Promote change and improvement initiatives within the contact centre environment
- Generate, collate, and analyse relevant workload data to produce accurate and timely forecasts, to ensure service delivery targets are achieved, and business and consumer needs are met.
- Develop workforce schedules for inbound and outbound calls in line with forecasts, staff preferences, availability, and the business needs to ensure legislative compliance is maintained and targets are achieved.
- Monitor and track workload and service levels to identify changes and implement appropriate scheduling adjustments so that service delivery targets are met.
- Maintain records and create data using the workforce planning tool, to ensure data integrity, enable effective planning and decision making for the Contact Centre to achieve service delivery targets and comply with legislative guidelines.
- Ability to deliver and participate in training sessions in relation to workforce planning activities.

**What you'll need to succeed**
- Experience utilising contact centre specific workforce management software tools is essential.
- Advanced analytical and numerical reasoning skills to support effective recommendations and decision making.
- Demonstrated ability to provide accurate short, medium and long-term forecasts to support business requirements.
- Experience in, or the ability to rapidly acquire skills to develop blended rosters, catering for inbound and outbound calls.
- Advanced organisational and planning skills to prioritise and deliver objectives within agreed timeframes.
- Ability to work collaboratively within a multidisciplinary team environment and willingness to actively support others to achieve outcomes.
- The Contact Centre utilises Genesys WFM software.
- Rostered environment between 6:30am - 5pm.

**What you need to do now**

If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

**LHS 297508** #2756599

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