Workforce Planner

2 months ago

Sydney, Australia CMC Markets 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 principlesMinimum 2-3 years successful related forecasting and planning experience, with strong operations background, preferably in Contact Call Centre EnvironmentsGraduate level or equivalentStrong computer and software knowledgeStrong knowledge of contact centre telephone and CX platforms. Experience with Salesforce desired.Strong knowledge of Contact Centre fundamentalsExperience in building and maintaining complex forecasting models using WFP planning toolsExperience 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 contactAbility to communicate confidently both written & orally at all levels

 COMPETENCIES

CommunicationTeam WorkCustomer FocusResilience & AdaptabilityProblem Solving

  • Workforce Planner

    1 month ago

    Sydney, Australia The Star Entertainment Group Full time

    **Workforce Planner - Workforce Management** The Star Entertainment Group (TSEG) is a publicly listed company on the ASX. Our purpose is to create fun at trusted destinations and our aim is to deliver sustainable outcomes for our guests, our Team Members, the communities in which we exist and our shareholders. We do this by providing entertainment, gaming,...

  • Workforce Planner

    7 months ago

    Sydney Western Suburbs, Australia HAYS Full time

    Workforce Planner | Local Council | Southern Sydney/ hybrid | 6 months | 100k equivalent **Your new company** Your new company is a local council in the southern Sydney suburbs. The Council is implementing a new payroll system which will also affect the rostering system. **Your new role** As a Workforce Planner, you will act as a Business Partner for the...

  • Workforce Planner

    2 months ago

    Sydney, Australia CMC Markets Stockbroking Limited Full time

    Workforce PlannerDepartment DistributionReporting to Head of Client Services - TransformationThe 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...

  • Workforce Planner

    1 month ago

    Sydney, Australia The Star Entertainment Group Full time

    Workforce Planner – Workforce Management The Star Entertainment Group (TSEG) is a publicly listed company on the ASX. Our purpose is to create fun at trusted destinations and our aim is to deliver sustainable outcomes for our guests, our Team Members, the communities in which we exist and our shareholders. We do this by providing entertainment, gaming, and...

  • Workforce Planner

    6 months ago

    Sydney, Australia ALG Full time

    Ongoing contract with the potential to go perm - Above market rates - Great exposure to Aviation Industry ALG is currently recruiting for a fantastic contract working as a **Workforce Planner** with our client based at the Mascot Airport. This is an ongoing casual contract offering full time hours Monday to Friday, and the potential for permanency should...

  • Workforce Planner

    6 months ago

    Sydney, Australia luvo Full time

    Sydney based permanent role - Friendly and highly collaborative team - Must have the ability to adapt to changing priorities and work under pressure This role sits in the aviation industry and you will be reporting to the National Workforce Planner, you will maintain complex weekly rosters in the rostering system and provide end-user training and support as...

  • Junior Workforce Planner

    6 months ago

    North Sydney, Australia EssilorLuxottica Full time

    We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. We bring together the expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, creating a vertically integrated business that is uniquely positioned to address the...

  • Workforce Planner

    6 months ago

    North Sydney, Australia Compass Group Australia Full time

    **_Hybrid work model - office in McMahons Point._**: - **_Full time role._**: - **_Supportive team making a big impact._** Today and tomorrow at Compass Group, we serve a better future by enriching people, communities, and our planet. We do this because we believe that everyone should be seen and nourished as a whole person. We focus on the individual,...

  • Workforce Planner

    6 months ago

    North Sydney, Australia Compass Group Full time

    Hybrid work model - office in McMahons Point. Full time role. Supportive team making a big impact. Today and tomorrow at Compass Group, we serve a better future by enriching people, communities, and our planet. We do this because we believe that everyone should be seen and nourished as a whole person. We focus on the individual, their needs and...

  • Strategic Workforce Planner

    3 weeks ago

    Sydney, New South Wales, Australia Macquarie Full time

    Transformative Role in Financial ServicesIn this pivotal position at Macquarie, you will play a key role in shaping the future of our Finance Management Group. As an HR Associate Director, you will be responsible for supporting senior leaders and collaborating with the wider HR ecosystem to enhance service delivery, streamline processes, and pinpoint...

  • Senior Planner

    3 months ago

    Sydney, Australia Clough Group Full time

    Are you looking for a challenging, interesting and rewarding step in your career? We are currently employing a Senior Planner to join our Bidding team to work on a multi-billion-dollar EPC projects.Reporting to the Bid Services Director, the Senior Planner is responsible for preparing tender and proposal planning, scheduling and resource allocations. The...

  • Senior Workforce Planning Manager

    4 weeks ago

    Sydney, New South Wales, Australia Commonwealth Bank of Australia Full time

    Workforce Planning and Real Time Support ManagerThe Workforce Management Team is responsible for supporting all aspects of Workforce Planning & Real Time Support for the channels within Direct Channels.You will manage and lead the Workforce Planning & Real Time Support teams in support of the Direct Channels Customer Contact Channels.Key responsibilities...

  • Workforce Operations Specialist

    4 weeks ago

    Sydney, New South Wales, Australia CMC Markets Full time

    Job DescriptionAbout the Role:We are seeking an experienced Workforce Planner to join our team at CMC Markets. As a key member of our operations team, you will play a critical role in creating and implementing strategic workforce plans that drive business success.Responsibilities:Forecasting workload volumes across all channels to support strategic planning,...

  • Lead Mining Planner

    4 weeks ago

    Sydney, New South Wales, Australia BHP Full time

    About the OpportunityWe are seeking a highly skilled and motivated Lead Mining Planner to join our team at BHP's Mt Arthur Mine Site in the Hunter Valley Region.This is an exciting opportunity to lead mine planning efforts and contribute to the success of our operations. As a Lead Mining Planner, you will be responsible for providing safe and efficient...

  • Student Planner

    6 months ago

    Sydney, Australia GHD Full time

    **There’s no pledge more important than the one we make to look after our environment, and we’re committed to helping you do exactly that.** **GHD Sydney **has several exciting positions to provide the opportunity to work in, and be exposed to, a variety of projects within both private and public sectors as a **Student Planner **. We have opportunities...

  • Urban Development Planner

    4 weeks ago

    Sydney, New South Wales, Australia Chandler Macleod Full time

    About the RoleWe are seeking an experienced Urban Development Planner to join our dynamic team on a temporary basis.Assess and process development applications in accordance with NSW Planning regulations.Provide expert regulatory advice and ensure exceptional customer service to stakeholders.Collaborate with other departments and agencies to facilitate...

  • Strategic Workforce Planner, Data Insights

    3 weeks ago

    Sydney, New South Wales, Australia Atlassian Full time

    Job OverviewWe are seeking a skilled Program Manager to join our CTO Strategic Initiatives team focused on workforce planning and execution (Lighthouse). In this role, you will report to the Head of Lighthouse and be responsible for cyclical workforce planning activities.About the RoleAs a key member of this dynamic group, you will work collaboratively with...

  • Operational Planner Lead

    3 weeks ago

    Sydney, New South Wales, Australia Bis Industries Full time

    About the RoleWe're seeking an experienced Operational Planner Lead to drive our short-term planning process, ensuring seamless transitions from strategy to execution. As a key member of our team, you'll lead the tactical planning process, coordinating monthly S&OP and overseeing the rolling 4-week plan within the 12-week period.Key...

  • Demand Planner

    3 months ago

    Sydney, Australia Lion Pty Ltd Full time

    19 Sep 2024- Sydney, NSW, AUThis year Lion embarked on a journey of transformation - focussing on how we build the next chapter of a proud Lion legacy embracing a challenger mindset and being curious, courageous, and acting with conviction. We have an exciting opportunity for a **Demand Planner **to join our Demand Planning team. This is a 12-month fixed...

  • Maintenance Planner

    3 weeks ago

    Sydney, New South Wales, Australia Northbridge Recruitment Full time

    Job SummaryWe are seeking a skilled Maintenance Planner to join our team. The ideal candidate will be responsible for optimizing workforce productivity by planning and coordinating labor, parts, materials, and equipment access for the designated area.Key ResponsibilitiesDaily Planning: Coordinate maintenance activities to ensure smooth production...