Workforce Planning Analyst

14 hours ago

Melbourne, Victoria, Australia Mercer Full time

**Workforce Planning Analyst**

**What can you expect?**

As the Workforce Planning Analyst you will be responsible for real-time analysis, daily operational support, scheduling and reporting on Contract Centre activity to achieve business unit service standards. You be will part of a global team primarily responsible for Wollongong and Melbourne scheduling as well as day-to-day workforce functions as part of the global WFM services team.

**What's in it for you?**

At Mercer, we recognise that our most important asset is our people. We also know the value of healthy, happy colleagues and promote an inclusive culture of care and wellbeing, offering benefits such as flexible working, a dress to suit policy, health reimbursements, and much more We offer:

- A professional environment where your career path really matters and is supported in our global organization.
- A great team environment with energetic and supportive colleagues.
- Genuine work life balance - flexible working.
- Great training and development opportunities to help drive your career path.

**We will count on you to**:

- Responsibility for timely provision of schedules to Customer Service Officers and Helpline Consultants
- Ensuring that resources are allocated effectively to meet the demand of the various work queues across MAS and MOAPL. Highlighting any periods of understaffing including possible solutions.
- Ensuring regulatory requirements, training and leave balances are assigned and any critical deadlines are met.
- Responsibility for performance analysis and reporting in the Contact Centres. Identifying trends and ways to improve workflows.
- May be required to fill in for US and UK contact centre WFM teams in periods of absence or leave
- Providing accurate and meaningful reporting to various stakeholders; Teams, Management and Client. Including, proactively providing insights to clients on their members / any trends.

**What you need to have**:

- Demonstrated experience in WFM tools
- Familiarity with call centre technology and terminology
- Strong communication skills and reporting ability
- Solid understanding of and strong focus to business objectives
- Complex decision making and prioritisation capability in a high-pressure environment
- Well developed Excel, PowerPoint, Visio, Access and Word skills.
- Highly developed data analysis capability

**About Mercer**:
**How to Apply**

**Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, and gender identity.

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