Role purpose:The
Senior Workforce Planner will work within an existing team to deliver high quality planning and scheduling support for customer, client and management required outcomes. Our 650+ customer facing staff and their leaders work in hybrid work arrangements both locally around the Brisbane region and across 3 offshore centres of excellence. The role will have direct reports within the WFM Team and report to the Workforce Optimisation Manager and be working flexibly from our CBD Brisbane and your home location. The overall goals are to work hand in hand with local Managers and our Global WFM support structure, to deliver WFM outcomes and strategy through maximising customer experience and supporting high employee engagement with an entrepreneurial lens.
Your key responsibilities include:- Gathering a variety of call and agent data, analysing, formatting and presenting to key stakeholders daily, weekly and monthly in varying formats
- Maintaining data sets to highlight trends and react to these with appropriate planning and communication responses
- Short term forecasting, creating and managing a schedule set to best match the forecast whilst working within the parameters of relevant Awards, Enterprise Agreements and HR Policies & Procedures.
- Maintaining an accurate account of current and future staff numbers to use for engagement with the business owner, Recruitment, Learning & Development and the Workforce Optimisation Manager
- Producing monthly revision of people requirements based on updated data and using this to feed a long term forecasting and planning model
- Establishing and maintaining close working relationships with local and global key stakeholders in order to keep abreast of business strategies, departmental and organisational requirements
- Engage new and existing staff to educate and gain buy-in on workforce planning discipline
- Coach and share knowledge, support the development of Resource Planning Team members in alignment with the Workforce Optimisation Manager
- Represent Resource Planning Team in key projects, scenario and information requests from stakeholders.
- Support process structure for workforce planning tasks to ensure integrity of data and anlytical outcomes.
- Manage and lead direct reports within the Workforce Planning Team who may be located onshore or offshore.
As the successful candidate for the
Senior Workforce Planner role you will be able to show:
- Experience in a similar role with proven experience with forecasting, scheduling, analysis and interpretation of Contact Centre data trends for multi-channel contacts and back office task planning using Verint workforce planning solution.
- Proven ability to create and manage modelling of WFM scenarios for changes in multi-channel environment across multiple staffing locations with varying scheduling rules across each group.
- Proven ability to collect, process and critically interpret data from a variety of sources with data visualisation and experience with Power BI, Alteryx or other solutions.
- Experience in workforce planning across a 24/7 operation.
- Understanding of contact centre telephony solutions
- Highly proficient in MS Office suite - especially MS Excel and MS Powerpoint.
- Proven ability to present information in a format to successfully influence outcomes and build relationships.
- Tech savvy and curious
- Demonstrated continuous improvement mindset
- Experience in performance reporting or knowledge of a coding language would be highly regarded
- Experience in leading or coaching others
- The drive and ability to take on increased responsibilities over a period of time.
- Keen attention to detail and personal time management skills
- Problem Solving & Decision Making Skills
- Able to make decisions with informed consideration and put decisions into practical use.
- Ability to interrogate a problem and develop processes that engage and educate staff
44610 | Data & Analytics | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent.
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