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Workforce Planning Analyst

4 months ago

Perth, Australia Synergy Full time

The time to join Synergy has never been more exciting because you’ll be helping us to deliver on our commitment towards becoming a net zero carbon emission business by 2050.

We are investing $3 billion in large-scale renewables development and creating unlimited opportunities for our people to contribute to the growth of innovative solutions in our operations as we invest. This is your chance to help us transform the energy industry and build a more sustainable future for Western Australia.

Synergy is proud to be Western Australia’s largest electricity generator and energy retailer. We deliver secure electricity to homes and businesses throughout the Southwest Interconnected System (SWIS) from Coral Bay in the north, to Kalgoorlie in the east, and to Esperance in the south

Click here to discover more about how Western Australia’s energy landscape is evolving to become more sustainable.

Role Summary:

The Workforce Planning Analyst is an opportunity within our Operational Insights & Governance team based at our Perth CBD office.

The purpose of the role is to work closely with stakeholders across the Customer business unit and its partners to assess current and future workforce needs that enables an exceptional customer experience for Synergy’s customers. You will enable and empower leaders to create a flexible workforce to keep up with the ever-changing needs and expectations of our customers.

Key responsibilities of the role include:

  • Identifying and understand gap analyses between actual and predicted workforce requirements, collect and interpret data to identify patterns and trends. Develop strategies/recommendations to address gaps proactively.
  • Analyse historical data related to workforce trends (leave balances, complaints volumes, call volumes, tasks/BPEM volumes) to support a culture of effective and data driven commercial decision making.
  • Strategise, plan and prepare for customer initiatives ensuring operational and customer service level risks are mitigated.
  • Use data and advanced analytics technique to identify opportunity to innovate, optimise workforces and processes and continuously improve aiding critical resourcing decisions with medium-long term forecasting, enhancing performance through data-driven insights for contact, digital, and retail operations.
  • Identifying opportunities to improve efficiency and productivity through workforce restructuring, skill development initiatives, or automation.

What you’ll bring:

  • 5+ years’ Workforce management experience in a high-volume customer Service or processing role
  • Experience developing workforce management strategies.
  • Experience implementing continuous improvement and change initiatives.
  • Proficiency in data visualisation.
  • Excellent communication and stakeholder management skills.

What we offer:

Working for an employer of choice also means you will enjoy:

  • Flexible work arrangements
  • Professional Development Opportunities
  • Purchased Annual Leave
  • Best practice parental leave

Click here for a full list of our benefits

Every Voice Matters

Our employees have a choice to work for Synergy and it’s a choice we respect and value. In addition to our focus on creating a greener future, Synergy is committed to its ‘people first’ culture and providing an exceptional place to work where our people experience a sense of belonging and have opportunities to learn and grow.

We understand that it is important for our workforce to reflect the diversity of the community in which we operate. We are proud to be recognised as an inclusive employer for 2021-22 by the Diversity Council of Australia. Whatever your background or however you identify, please apply if this is a role that would make you excited to come into work every day.

Please email recruitment@synergy.net.au if you require assistance with submitting your application

Synergy reserves the right to close applications when a suitable pool of candidates is identified