Senior Manager

4 weeks ago

Sydney, Australia COLONIAL FIRST STATE Full time

Are you ready to be part of an organisation that values expertise, passion and diversity? At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential. Our people enable us to make a difference and deliver exceptional experiences to help our customers achieve financial freedom.

Your Team

Customer Operations sits within the Chief Operating Office and is responsible for providing customer service for the CFS product suite.  This includes the contact centre and administration functions where the Operations Support team sit including the Workforce planning team.

The Workforce Management teams’ role is to ensure that the Customer Operations Contact Centre is best equipped and resourced to be efficient and deliver a World Class customer experience in line with our Purpose.

Your Responsibilities

  • Establish and maintain effective workforce planning within the Contact Centre, by employing contemporary workforce optimisation processes and strategies.
  • Ensuring resource capacity planning for all functions across the contact centre is completed accurately for forward workload forecasting. 
  • Provide thoughtful leadership on the best use of existing tools and technology regarding planning and implement best practice approach to the Contact Centre Workforce planning.
  • Develop and deliver insights including, implementation of improvements/ initiatives that improve the resource capacity of Operations team. 
  • Complete regular, insightful reporting to enable CFS Customer Operations to meet the broader workforce effectiveness and efficiency objectives.
  • Develop key operational reporting dashboards that highlight business performance and track business KPI’s  

Your Capability and Experience

  • Deep comprehension of workforce management mythologies with 3-5 years of experience in workforce planning within a Contact Centre
  • Seasoned expertise with utilising Genesys within a Contact Centre environment 
  • Demonstrated ability to negotiate and influence stakeholders in both project and BAU environments.
  • Ability to cultivate clear, concise and effective reporting and data points for leadership and frontline business teams with a passion for continuous improvement 
  • Showcase comprehensive technical skills including; Microsoft office- excel, access, SQL and power platforms. 

What to Expect

At CFS, you'll be working among the very best in the wealth management industry. It's an inspiring environment that encourages development and celebrates success. Other things to look forward to:

  • Access to CFS Employer Super, which offers an expansive investment menu and flexible insurance solutions 
  • Support with financial services, including discounts on home loans and daily bank accounts through our partnership with a leading financial institution
  • Access to 24/7 confidential support covering safety, medical and mental health services  
  • Additional leave day to celebrate your birthday
  • Life Leave- 3 days per annum to focus on your wellbeing or celebrate a special event
  • Exclusive discounts on retail, travel and entertainment

CFS Culture

At CFS we are committed to creating a thriving environment where individuals can flourish. We believe that success is built upon strong teams, and we are dedicated to celebrating uniqueness, championing individuality and supporting a diverse and inclusive workforce. We believe that when you can truly be yourself, you can unlock your full potential. 

Apply today and join us in helping Australians to achieve their financial freedom. 

Please note, CFS requires all candidates to have full work rights in Australia.

Where we have preferred candidates, background checks (including Police, Employment, Bankruptcy checks, ASIC banned and disqualified persons) will be completed prior to the final preferred candidate’s employment being confirmed. The outcomes of the background checks do not preclude the preferred candidate, however, they will be assessed against the inherent requirements of the role.

  • Deep comprehension of workforce management mythologies with 3-5 years of experience in workforce planning within a Contact Centre
  • Seasoned expertise with utilising Genesys within a Contact Centre environment 
  • Demonstrated ability to negotiate and influence stakeholders in both project and BAU environments.
  • Ability to cultivate clear, concise and effective reporting and data points for leadership and frontline business teams with a passion for continuous improvement 
  • Showcase comprehensive technical skills including; Microsoft office- excel, access, SQL and power platforms. 
  • Establish and maintain effective workforce planning within the Contact Centre, by employing contemporary workforce optimisation processes and strategies.
  • Ensuring resource capacity planning for all functions across the contact centre is completed accurately for forward workload forecasting. 
  • Provide thoughtful leadership on the best use of existing tools and technology regarding planning and implement best practice approach to the Contact Centre Workforce planning.
  • Develop and deliver insights including, implementation of improvements/ initiatives that improve the resource capacity of Operations team. 
  • Complete regular, insightful reporting to enable CFS Customer Operations to meet the broader workforce effectiveness and efficiency objectives.
  • Develop key operational reporting dashboards that highlight business performance and track business KPI’s  

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