Workforce Planner-corporate Operations

2 weeks ago

Adelaide CBD, Australia Serco Plc Full time

Join our dynamic Workforce Management (WFM) team
Excellent career opportunities with a global organisation
Full time role based in the heart of Adelaide CBD

**About you**:
You are a confident, driven and motivated Workforce Planner with sound experience delivering workforce management (WFM) processes in a call centre environment. You are detail oriented, analytical and process driven, and have excellent problem solving and decision-making skills. You enjoy working both autonomously and as part of a team and have the confidence to influence and communicate with stakeholders at all levels, and to work in a fast-paced complex environment with conflicting priorities. You have advanced knowledge of workforce planning software, and CRM systems. You are a respectful and professional person who demonstrates exceptional moral values in everything you do.

**About the role**:
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 an 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 conduit between the Real Time Analysts and the commercial KPIs associated with the Workforce Plan. You will be responsible for facilitating the day to day reporting functions and assisting in the development and delivery of management information initiatives.

**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.
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