Workforce Planner

We are seeking an experienced Contact Centre Workforce Planner to join our Customer Hub team at Direct Group.

WHO WE ARE:

Direct Group is one of Australia’s leading direct to consumer retailers. It is a trusted provider of products and services to the growing, high spending senior demographic which is often neglected and not effectively reached by traditional retail and e-commerce players.  The Group markets and sells in Australia, New Zealand and Asia communicating directly with its customers through online, print, television and digital publishing.  Direct Group operates the divisions INNOVATIONS and TVSN. 

THE ROLE:

 With the recent introduction of Nice CX One into our 100 plus seat Customer Hub department, we are seeking an experienced Contact Centre Workforce Planner to  develop and manage the rosters, provide real time management of queues, and conduct post-roster reviews to ensure maximum efficiency and productivity.

The Contact Centre Workforce Planner will undertake short, medium, and long term call, email and web chat forecasting. You will ensure staffing levels are aligned and optimised with the expected customer demand, to deliver the targeted service levels, productivity, sales and cost efficiencies.

The successful Contact Centre Workforce Planner will have extensive experience within the call centre environment, and have a minimum of 2 years experience workforce planning experience. The role is based in our Frenchs Forest office.

WHAT YOU WILL DO:

• Conduct effective short, medium, and long term call, email and web chat forecasting
• Develop and manage capacity planning, rosters, post-roster reviews and analysis
• Participate in the development of automated monitoring and reporting tools to support operational decision making
• Work closely with stakeholders from across the business to understand and plan for upcoming activities along with reports
• Optimise staffing levels to deliver targets
• Establish workforce planning policies, procedures and disciplines whilst creating, developing and maintaining a safe, positive, supportive and inclusive work environment for the team

ABOUT YOU:

• A minimum of 3 years Contact Centre experience, having strong working knowledge of Contact Centre
• A minimum of 2 years’ experience in workforce planning and forecasting in a medium to large Call Centre

• Experience in roster generation and optimisation (ideally using Nice CX One)
• Ability to build strong cross functional stakeholder relationships
• Excellent people skills, with an ability to communicate and motivate others
• Highly developed analytical skills,
• Attention to detail, and the ability to interpret data from multiple sources
• Ability to be decisive with strong sales business acumen
• Strong communication and presentation skills
• Ability to work independently, multitask, prioritise and manage time effectively in a fast-paced environment

WHY YOU'LL LOVE WORKING AT DIRECT GROUP:

• EXCELLENT product discounts across Direct Group 
• On-site café 
• Free on-site parking
• Social club
• Free membership to SONDER health and wellbeing for you and your family
• Learning and development – we want you to grow and get the most out of your role
• Recruitment referral incentives for permanent and casual placements

Join us at Direct Group and become part of a fun team who love what we do