Workforce Planning Lead

3 weeks ago

Perth, Australia Alinta Energy Full time
  • Suits an experienced contact centre Workforce Planner
  • Flexible hybrid role based in our Perth office
  • Hybrid Working | Great Employee Benefits | Career Growth

Want a better job?

You’ll find it at Alinta Energy.

We’re making energy better for our more than 1.1 million customers – and we’re making work life better for our 1,000+ people too.

We believe in better
At Alinta Energy, we’re a friendly bunch working to be the best energy company. Our culture is collaborative, and our passion drives positive change for people and the planet.   

Over the past decade, we’ve evolved from a Western Australian residential gas retailer to one of Australia’s largest energy retailers, generators, investors, and developers with infrastructure across Australia and New Zealand.

Australia’s energy system is undergoing the biggest transformation in its history and we’re right there with it.

Help us make energy better

About the role:

The Workforce Planning Lead will support the customer engagement strategy by helping driving alignment between the Westcoast, Eastcoast and Alinta’s offshore BPO contact centres.  They will lead a team tasked with implementing best practice workforce management process, reporting and insights to assist customer engagement in delivering its customer strategy and driving continuous improvement. The role will require a blend of workforce experience, leadership, and a can-do hands-on approach. The Workforce Planning Lead will work with contact centre, customer engagement and broader retail stakeholders to manage resources in a fast-paced and evolving environment.

In this role, you’ll be:

  • Developing and implementing workforce planning strategies aligned with customer engagements goals and objectives
  • Leading workforce planning initiatives during periods of organizational change
  • Forecasting medium and long term FTE requirements based on business requirements including service level, cost to service, cost to acquire and sales targets
  • Partnering with finance to develop contact centre budgets and manage labour costs
  • Utilizing analytics and modelling techniques to analyze workforce data, including attrition, shrinkage, contact centre productivity and customer journey metrics
  • Preparing regular reports and presentations to senior leadership and providing insights and recommendations based on workforce analytics
  • Liaising with relevant stakeholders to ensure processes and systems meet commercial, financial, technical and legal requirements

Ideally, you’ll bring to the role:

  • Prior experience in contact centre workforce management is essential, in addition to an advanced understanding of workforce planning principles, including forecasting, scheduling, and resource allocation
  • Proficiency in data analysis and the ability to interpret workforce data, identify trends, and make data-driven decisions to optimize performance
  • Experience using workforce management software and tools to generate forecasts, create schedules, and analyze performance metrics
  • Experience with workforce modelling and scenario planning
  • Ability to coach, mentor, and develop team members to enhance performance and achieve organizational objectives
  • Strong analytical and data interpretation skills, with the ability to translate data into actionable insights and recommendations.
  • Excellent communication and presentation skills, with the ability to effectively convey complex concepts and insights to both technical and non-technical stakeholders

This role best suits a mid to senior-level contact centre workforce planner looking to take the next step in their career.

Enjoy better benefits - check our website for the full list

One of the best things about Alinta Energy is we discover better together. If you like the sound of that, and you’re a match for the role, we’d love to talk to you.

Alinta Energy. That’s better. 

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

If your application progresses, we will need to complete background and pre-employment checks, such as immigration checks, reference checks, criminal background checks, qualification checks, and additional checks for roles related to finance.

We look forward to hearing from you.

Click ‘Apply’ to submit your application.
Closing date: Friday 21st June 2024
LinkedIn#LI-TC1

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