Workforce Planner

2 months ago

Sydney, Australia CMC Markets Stockbroking Limited Full time

Workforce Planner

Department Distribution

Reporting to Head of Client Services - Transformation

The Workforce Planner role is responsible for creating, implementing and driving a strategic approach to workforce planning and optimisation across the APAC & Canada Client Services team. It will make an impact by optimising the Client Services workforce and operating model; providing data, insights and analysis; and guiding the efficient allocation of workload and resources in daily operations to achieve operational objectives.

ROLE AND RESPONSIBILITIES

  • Forecasting of workload volumes across all channels, including voice, messaging/chat and email to support strategic planning and talent acquisition; budgeting; and understanding the impacts of proposed initiatives and changes, in addition to the management of day-to-day operations.
  • Creation of rosters and scheduling of team members to optimise available capacity and maximise the client experience through the achievement of service levels, while considering business and operational requirements.
  • Reporting, analysis and insights to enhance overall team and individual performance and inform the Client Services strategy.
  • Real-time monitoring of volumes, service levels and experience across all queues and channels, and adherence to schedule.
  • Partnering with the Client Services Extended Leadership Team to ensure the effective prioritisation and allocation of workload and optimisation of service levels, including management of scheduling exceptions.
  • Client Services contact for contact centre telephony platform, working with internal Technology team and external telephony partner to request/manage changes and updates as required.
  • Represent Client Services in projects as required.
  • Provide insights and guidance on contact centre best practice operations.

KEY SKILLS AND EXPERIENCE

  • Expert knowledge of workforce management systems and principles
  • Minimum 2-3 years successful related forecasting and planning experience, with strong operations background, preferably in Contact Call Centre Environments
  • Graduate level or equivalent
  • Strong computer and software knowledge
  • Strong knowledge of contact centre telephone and CX platforms. Experience with Salesforce desired.
  • Strong knowledge of Contact Centre fundamentals
  • Experience in building and maintaining complex forecasting models using WFP planning tools
  • Experience in leading managers and staff professionals in workforce planning sessions across multiple sites and ability to develop relationships with internal customers and become their single point of contact
  • Ability to communicate confidently both written & orally at all levels

COMPETENCIES

  • Communication
  • Team Work
  • Customer Focus
  • Resilience & Adaptability
  • Problem Solving

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