Manager - Planning and Scheduling

4 days ago

Sydney Central Business District, Australia HAYS Full time

Call Centre Manager - Planning and Scheduling | 110k + Super | WFH/Office | Tempe
**Your new company**
***
A globally recognised brand in home furnishings. With stores located across the world there are changes and improvements to always be made. They are on a journey of change and development.

**Your new role**
***
This role involves driving the Planning, Scheduling & Intraday area for the country Remote Customer Meeting Point (RCMP), optimising co-worker availability to meet the workload in the most efficient and effective manner.

Some responsibilities include:

- Accountable for executing and adapting the global people planning strategy in order to optimise co-worker availability while balancing local business and co-worker needs and maximise business goals
- Accountable for achieving Country PS&I goals, by adapting and executing global best practices, in order to deliver always on support
- Ensure adherence to company employment standards, local legislation, and union requirements working in close cooperation with Country People Planning team in P&C
- Ensure a close collaboration with Sales and Resolutions Teams in order to secure adequate scheduling and intraday initiatives that balances business and customer needs
- Define root causes for poor performance connected to people planning and convert these into mitigating actions

**What you'll need to succeed**
- At least 2 years of Call Centre management experience
- Workforce planning experience OR experience working closely with a Workforce Planner
- Planning and Scheduling experience
- Leadership experience
- Excellent communication skills
- Experience working in a large organisation

**What you'll get in return**

***
Work for a global brand you can be proud of. Stepping foot into a newly created role, supported by the Senior Management team. To drive improvement and strategy in the customer experience process, an opportunity to make this role your own. There is a fantastic existing culture, you will also have the option to work from home once fully trained, this will be 1-2 days per week. Otherwise, onsite parking at Tempe Head Office. Progression opportunities presented.

**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** #2736440

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