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Workforce Planning Scheduler

3 weeks ago

Sydney, New South Wales, Australia Macquarie Group Full time

Our Workforce Planning team is responsible for optimising workforce utilisation and resource allocation within the Banking and Financial Services contact centre to ensure smooth operations and excellent customer service. Our team collaborates with a range of stakeholders, to forecast workload, create staffing schedules, monitor performance metrics, drive continuous improvement whilst being immersed in a workplace culture built upon driving efficiency and innovation.

At Macquarie, our advantage is bringing together diverse people and empowering them to shape all kinds of possibilities. We are a global financial services group operating in 31 markets and with 56 years of unbroken profitability. You'll be part of a friendly and supportive team where everyone - no matter what role - contributes ideas and drives outcomes.

What role will you play?

As a Workforce Planning Scheduler, you will be a key member of our team, responsible for producing and maintaining monthly operational schedules for our customer service teams. You will support both voice and chat interactions, ensuring optimal coverage and service levels across our national 24/7 contact centers.

What you offer

  • Experience in workforce planning, scheduling within a contact centre environment
  • Strong analytical skills with the ability to interpret complex data and deliver actionable insights
  • Excellent communication and stakeholder management skills.
  • Proficiency with workforce management tools (Verint preferred) and Microsoft Excel
  • Ability to work collaboratively in a fast-paced, dynamic environment.

We love hearing from anyone inspired to build a better future with us, if you're excited about the role or working at Macquarie we encourage you to apply.

What we offer

At Macquarie, you're empowered to shape a career that's rewarding in all the ways that matter most to you. Macquarie employees can access a wide range of benefits which, depending on employment type, include:

  • 1 wellbeing leave day per year
  • Up to 5 additional service bonus leave days per year
  • Up to 20 weeks' paid parental leave for primary caregivers along with 12 days of transition leave upon return to work, and 6 weeks' paid leave for non-primary caregivers
  • 2 days of paid volunteer leave and donation matching
  • Up to 12 months' gender affirmation leave, including 6 weeks' paid leave
  • Access to Employee Assistance Program and wellbeing benefits including skin and health checks, and flu vaccinations
  • Access to a wide range of salary packaging options
  • Access to a wide range of learning and development opportunities, including reimbursement for professional membership or subscription
  • Hybrid and flexible working arrangements, dependent on role
  • Reimbursement for work from home equipment

About Banking and Financial Services

Banking and Financial Services is our technology-driven retail bank. You will be part of a team that supports clients to achieve their full potential - whether that's buying a home, growing a business or investing to manage wealth.

Our commitment to diversity, equity and inclusion

We are committed to fostering a diverse, equitable and inclusive workplace. We encourage people from all backgrounds to apply and welcome all identities, including race, ethnicity, cultural identity, nationality, gender (including gender identity or expression), age, sexual orientation, marital or partnership status, parental, caregiving or family status, family and domestic violence status, neurodiversity, religion or belief, disability, or socio-economic background. We welcome further discussions on how you can feel included and belong at Macquarie as you progress through our recruitment process. To learn more, contact our team by clicking here.

Our aim is to provide reasonable adjustments to individuals who may need support during the recruitment process and through working arrangements. If you require additional assistance, please let us know in the application process.