Workforce Planner

2 weeks ago

Adelaide Region SA, Australia Serco Full time

**About you**

**The opportunity**

Reporting to the Workforce Planning Lead, you will ensure that the Workforce Plan is accurately maintained within the Workforce Management system supporting multiple operations across Australia. You will conduct analysis of the forecast and creation of rosters and schedules to ensure that there is the right number of people, with the right skills at the right time across the contract. You will act as the conduit between the Service Delivery Team and the workforce plan, reviewing the commercial KPIs associated with each contract. You will be responsible for facilitating the day to day reporting functions and assisting in the development and delivery of management information initiatives by preparing analysis that drives strategic commercial outcomes.
- To be successful in this role, you will have:_
- The highest levels of personal integrity and ethical behaviour
- Tertiary qualifications in a business or technology service delivery discipline (desirable)
- Good understanding and exposure of workforce management methodologies and principles
- Well-developed technical skills, MS Office products and relevant technologies such as SQL and VBA
- Experience with scheduling and handling complex forecast algorithms across multiple contact channels
- Advanced knowledge of Workforce Planning Software and CRM systems.
- Demonstrated ability to service highly flexible businesses and contending with competing demands.
- Good knowledge of customer operations and the factors that influence them (productivity KPIs, service levels, and the relationships between quality, productivity, billing, and employee satisfaction)
- Good understanding of Workforce Management systems (including their detailed WFM functions, reporting capabilities, call routing and transactional workflows.)
- Excellent communication skills, both verbal and written**About Us**

We provide personal support to members of the community, to help them access a wide range of Government services, health insurance and public transport information, improve road safety and interpreter services. We provide an exceptional level of customer care across Australia and New Zealand to make a positive difference to people’s lives every day.

**Join Us**
- Serco values of Trust, Care, Innovation and Pride underpin everything we do. We are curious, creative and collaborative. Our people help in ways that matter._
- NOTE: Google Chrome is the preferred browser to access Serco careers website._

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