Workforce Planning Analyst

6 days ago

Melbourne, Victoria, Australia Mercer Full time

Workforce Planning Analyst is responsible for real-time analysis, daily operational support, scheduling and reporting on Contact Centre activity to achieve business unit service standards.

Supporting WOLL AND Melbourne scheduling and day to day workforce functions as part of the global WFM services team

**Responsibility**
- 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.

**Education**
- Ideally diploma level qualification.

**Experience**
- Experience in call centre operations (service related or utility industry preferred)
- Experience in the use of workforce management tools, and call centre technology & terminology

**Knowledge and skills **(general and technical)
- Strong communication skills and reporting ability required, targeting broad range of key stakeholders
- 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

  • Workforce Planning Analyst

    1 week ago

    Melbourne, Victoria, Australia Australiansuper Full time

    Join to apply for theWorkforce Planning Analystrole atAustralianSuperContinue with Google Continue with Google1 day ago Be among the first 25 applicantsJoin to apply for theWorkforce Planning Analystrole atAustralianSuperAt AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That's why we support the diverse needs of...

  • Workforce Planning Analyst

    1 week ago

    Melbourne, Victoria, Australia AustralianSuper Full time

    Join to apply for the Workforce Planning Analyst role at AustralianSuperContinue with Google Continue with Google1 day ago Be among the first 25 applicantsJoin to apply for the Workforce Planning Analyst role at AustralianSuperAt AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That's why we support the diverse...

  • Workforce Planning Analyst

    1 week ago

    Melbourne, Victoria, Australia AustralianSuper Full time

    Join to apply for the Workforce Planning Analyst role at AustralianSuperContinue with Google Continue with Google1 day ago Be among the first 25 applicantsJoin to apply for the Workforce Planning Analyst role at AustralianSuperAt AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That's why we support the diverse...

  • Workforce Planning Analyst

    2 weeks ago

    Melbourne, Victoria, Australia Crown Resorts Full time

    **BETTER BEGINS HERE**Crown Resorts is a great place to visit and it's an even better place to work, a place where you can play your part in creating joyful experiences for our guests and our people. We value passion, creativity, and an appetite for change - for the better. Here, you'll be part of the team, empowered to explore more, experience more and...

  • Strategic Workforce Planning Analyst

    2 weeks ago

    Melbourne, Victoria, Australia beBeeWorkforcePlanning Full time $120,000 - $150,000

    Job Title: Strategic Workforce Planning Analyst\At our organisation, we are seeking a highly analytical and strategic individual to join our workforce planning team. As a Strategic Workforce Planning Analyst, you will play a key role in shaping long-term recruitment, training, and resource strategies for Flying Operations and Cabin Crew.\This is an exciting...

  • Workforce Planning Analyst

    2 weeks 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...

  • Strategic Workforce Planning Analyst

    2 weeks ago

    Melbourne, Victoria, Australia beBeeWorkforceAnalyst Full time $90,000 - $120,000

    Job OverviewTo drive enhanced workforce planning and improve customer experience, we're seeking a strategic analyst to support operational goals.

  • Workforce Planning Analyst

    2 weeks ago

    Melbourne, Victoria, Australia Origin Energy Full time

    Delivering good energy starts from withinIt's an exciting time to join Origin. Creating a great place to work means together we're progressing our ambition to lead the energy transition through cleaner energy and customer solutions. We're always looking for better ways to deliver for our customers – and for our people.About the Role:Join our broadband...

  • Workforce Analyst

    2 weeks ago

    Melbourne, Victoria, Australia Downer Professional Services Full time

    OverviewJoin our Downer Professional Services team as a Workforce Analyst in Victoria to work on a CASG MLF project. The role supports assessing workforce capability, developing a data-informed occupational framework, and enabling data-driven decision-making and long-term capability planning.Base pay range: A$138,000.00/yr - A$175,000.00/yr. Location:...

  • Workforce Analyst

    2 weeks ago

    Melbourne, Victoria, Australia Downer Professional Services Full time

    OverviewJoin our Downer Professional Services team as a Workforce Analyst in Victoria to work on a CASG MLF project. The role supports assessing workforce capability, developing a data-informed occupational framework, and enabling data-driven decision-making and long-term capability planning.Base pay range: A$138,000.00/yr - A$175,000.00/yr. Location:...