Workforce Planner

5 days ago

Melbourne, Australia Nickel Consulting Pty Ltd Full time

FULL TIME
- NOBLE PARK LOCATION
- $90K PLUS SUPER

Our client is prominently focused on business-to-business automotive, data warehousing/analytics, travel & tourism services. They are the largest Australian provider of wholesale roadside assistance, a data management service provider in both the motoring and loyalty markets, and a provider of procurement services, increasing Clubs presence in the online space.

**Position purpose**

The role of Workforce Planner is to manage forecasts and to create and coordinate rosters/schedules. The role also monitors and reports on queue performance, identifying patterns and trends and recommends improvements based on the data analysis. The role is also responsible for preparing daily updates and regular reports for key stakeholders in the business.

**Key responsibilities**
- Conducting ongoing monitoring of queue operations, responding in consultation with Team Leaders/Managers to variances in cost efficiencies and in accordance with volume related KPI’s and service quality standards.
- Determining and communicating short-term staff capacity and roster establishment for staff 2 weeks in advance.
- Providing various scheduling analyses to ensure optimal schedules and provide staffing recommendations to the business.
- Building and maintaining strong relationships with key stakeholders across the business to ensure shared objectives are met.
- Capturing and updating ‘off-tools’ activities (Meetings, Training, 1:1’s, coaching etc.) in the workforce management system ensuring the appropriate level of hours are available and maximised.
- Managing all workforce management system on-boarding and off-boarding of agents within the NAC.
- Genesys cloud reporting
- GOS reporting and insights
- Client monthly reports

**Job competencies**

Essential:

- Experience in workforce management processes with at least 3 years operations experience.
- Technical knowledge within the contact centre environment, including call centre metrics.
- Ability to set priorities, plan and organise own work load with mínimal supervision and work to tight deadlines while effectively manage competing priorities.
- Ability to investigate and analyse complex data sets to produce insights and reports to assist achieving strategic outcomes and operational improvements.
- Experience using Genesys WFM.

Desirable:

- Experience administering and using contact centre technology including telephony, WFM and call recording.

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