Workforce Planner

• Optimise customer service delivery within a 3-tiered Contact Centre environment
• Supportive team culture with a comprehensive induction training program
• Full time Limited Tenure (April 2025) + monthly RDO
• Band 6: $94,184 - $102,660 (subject to experience) + super

The City of Casey is one of Victoria’s largest, fastest growing and most diverse cities. The Council plans and delivers quality services and infrastructure for the more than 400,000 residents who call Casey home.

Our workspace is located within Bunjil Place, a must-visit destination nestled within Narre Warren in Melbourne’s south east. Bunjil Place reflects and enhances the city’s rich diversity by providing an energetic and cosmopolitan atmosphere through a lively community meeting place.

Our Benefits:

Benefits | City of Casey 

• A supportive learning culture where you can grow your career and even your qualifications.
• Access to a suite of learning and development courses and programs to enhance your skills
• A hybrid and flexible workplace.
• Multi-award-winning architectural office building with equipped Kitchens, onsite Café, Library, and so much more.
• 2 minutes’ walk to Westfield shopping centre, free onsite carpark, gym/pool with discounted memberships and free workout Wednesday.

We live our values of dreaming big, empowering each other, and making our community proud.

A bit about the role

The Workforce Planner will be responsible for accurately forecasting customer demand and efficiently scheduling staffing activities across a skill based, multi-channel tiered service delivery model.

You will collaborate with the Contact Centre Leadership Team to address risks and opportunities, participate in staff training, and promote a positive team environment. This role is essential in ensuring our Contact Centre is resourced to deliver great service to our customers.

What you’ll deliver

• Lead the implementation of a Workforce Management function to support the scheduling, forecasting and real time attendance of staffing activities for a skill based tiered service delivery model.
• Manage and produce schedules and demand forecasts via a Workforce Management system that are aligned to customer demand and deliver to agreed service standards
• Guide and lead the workforce analyst position in workforce administration and intraday management activities.
• Provide direction, role clarity and coaching, ensuring team members have clear work objectives, regular reviews and feedback, and are positively engaged in the performance review process, service meets customers’ needs and expectations and takes advantage of digital innovations.
• Manage and undertake forecasting, resource planning and real time adherence across all functions within the Contact Centre highlighting any critical situations such as low service levels and low schedule adherence.
• Maintain a thorough understanding of current Contact Centre operations and anticipated demand for services.

What you’ll bring

• Previous experience in resource planning, forecasting and real-time management in a contact centre.
• Highly developed ability to synthesise and analyse complex information in order to produce meaningful, value-adding outputs that enable effective decision making.
• Good knowledge of workforce management systems and best practise in a contact centre.
• Demonstrated experience in providing data and insights on contact centre performance.
• Excellent knowledge and experience of Workforce Management principles, processes and metrics, including forecasting and resource allocation.
• Strong analytical, reporting and problem-solving skills.
• Highly computer-literate and strong knowledge of MS Office products, particularly excel.
• Excellent communication and relationship building skills, across a diverse range of stakeholders.
• Willingness to undergo pre-employment background checks including National Criminal History Check, Working with Children Check and Eligibility to Work check.
• A curious, collaborative, and inclusive community mindset.

What’s next?

If you think this role might be for you, we would love to hear from you.

Please apply by following the links and attaching a cover letter and resume. We do not require any selection criteria to be addressed.

To find out more about the role, please contact Deborah Divers, Team Leader Customer Service at *******@casey.vic.gov.au.

Applications will be accepted until 11.55pm on Tuesday 29th April 2024.

We encourage people with a disability, lived experience of disability, Aboriginal and Torres Strait Islanders and people from culturally diverse backgrounds to apply for this position.

The City of Casey has zero tolerance for child abuse and is committed to creating and maintaining a child safe organisation where protecting children and preventing and responding to child abuse is embedded in the everyday thinking and practice of all employees, contractors and volunteers.

The City of Casey reserves the right not to make any appointments for this position.

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