CCC - Workforce Planning Lead

3 weeks ago

Brendale, Australia Super Retail Group Full time

Home to iconic retail brands including Rebel, Supercheap Auto, BCF and Macpac, Super Retail Group is transforming to become a world class omni-retailer. You will work with a team who are as passionate about their work and our products as our customers are about their own leisure interests, be it Sports, Health, Fitness, Auto or Outdoor Leisure

Super Retail Group has an opportunity for a Workforce Planning Lead, based in our Brendale office in Brisbane. This permanent role will be responsible for managing and developing a small three (3) workforce planners and Real time coordinator, and is responsible for all resource planning within the Customer Care Centre, including daily labour planning and utilisation, and inputs into the budgets and labour forecasting to deliver ordinary and seasonal volumes.

YOUR RESPONSIBILITIES will include, but not be limited to:

Owning the workforce planning build for labour forecasting across ordinary and seasonal operations Ensuring the Customer Care Centre (CCC) Workforce Planning team maintain compliant and cost efficient schedules and manage real-time labour management Providing detailed reporting and insights on Workforce Planning performance and objectives for the CCC Leading a team of Workforce Planners and Coordinators, whereby you will deliver effective coaching to your direct reports and drive culture engagement through leadership behaviours

ABOUT YOU

Experience managing a workforce planning function, or as a technical leader managing workforce planning Strong leadership and Interpersonal skills Detailed knowledge of call centre operations including channels and service/delivery factors Certification and/or extensive experience working with MS Excel and Erlang Calculator Knowledge of statistics and experience using statistical packages for analysing datasets (Excel, Power BI etc) Strong with the ability to collect, organise, analyse, and disseminate significant amounts of information with attention to detail and accuracy Adept at queries, report writing and presenting findings

THE REWARDS & BENEFITS:

Commitment to your progression and career growth A generous bonus rewards program – talk to us about our Reward and Recognition Promoting work life balance through flexible work practices – ask us about flexibility Generous Team Member Discounts across all Super Retail Group brands Perks Program including discounts on health and well-being, entertainment, travel, accommodation and more

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