Workforce Planner

2 days ago

Melbourne, Victoria, Australia A2B Australia Full time

**About Us**

13cabs taxi network is the largest in Australia directly supporting 10,000 vehicles and 40,000 Drivers. We believe in the importance of accessible, dependable and equitable transport in the community and are building the team, technology and brands to support its delivery.

Over the last 12 months we have dramatically changed our business with the key focus being the Contact Centre, with this brings a new role into our team, a Workforce Planner.

**About the Role**

As the Workforce Planner you will be responsible for the timely and effective preparation of all employee rosters across the 13cabs Contact Centres; ensuring service targets are effectively planned for whilst balancing efficiencies with customer satisfaction and company policies.

Your role will have a strong focus on workforce planning and contribute to adding value to the business operations across our National Contact Centres.
- Design, implement and manage an effective forecast strategy with the Senior Contact Centre Leadership Team
- Effectively implement and maintain rosters, reporting and forecasts
- Support the Contact Centre Managers to identify and define Workforce Optimisation initiatives across our contact Centres using workforce management methodologies
- Support strategic initiatives through accurate forecasting, planning and rostering of employees
- Build and maintain performance reports relating to the Contact Centres accordingly
- Perform regular statistical analysis of past staffing trends and customer demand to create schedules that match resource levels to forecast requirements
- Liaise with Senior Leadership Team regarding staffing plans, opportunities, requirements and to ensure all future events are accounted and planned for
- Manage annual leave in line with budget allowances and forecast requirements

**About you**
- Experience with Call Centre Workforce Planning and Optimisation.
- Experience in data analysis related role within a demand-driven, customer service environment
- Ability to build and leverage relationships with senior leadership to effectively drive change on major, complex and long-lasting initiative
- Advanced Excel skills
- Power BI knowledge
- Demonstrated ability to adapt to shifting priorities, demands and timelines through analytical and problem-solving capabilities
- A collaborative and consultative work style is essential
- Working knowledge of Workforce Management Systems

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