Workforce Planner

We welcome fearless thinkers.For over 100 years, Maurice Blackburn has stood up for those who need us most. With courage and compassion, we extend access to justice to countless Australians. We look beyond the immediate challenge to support people in moments that matter across their lives, and continually push for better solutions for our clients. We invest in and empower our people to stand up for what we believe in and go fearlessly forward together.We work on real cases, achieving important and positive results in real people's lives, which is why we are one of Australia's most respected law firms. Maurice Blackburn, experience you can count on.About the roleWith the increasing demand for excellent customer service and as the first point of contact for most enquiries, the Response Centre (RC) plays a vital role at Maurice Blackburn. We have a growing need for effective workforce planning in the RC as this is paramount to achieve organisational goals and maintain customer satisfaction.We are seeking a highly organised and detail-oriented individual to join our team as a Workforce Planner in our contact centre. In this newly created role, you will play an important part in ensuring the efficient and effective allocation of resources to meet our inbound and outbound service levels. You will be responsible for forecasting call volumes for the year down to the hour, creating staffing schedules, monitoring real-time adherence and analysing data to optimise workforce productivity.You will also be responsible for rostering of shifts and break times. You will also provide advice on annual leave approvals based on forecasted demand for the time of the year. The successful candidate will have a strong analytical mindset, excellent communication skills, and the ability to thrive in a fast-paced environment.Some of your key Responsibilities:

• Forecast call volumes (inbound and outbound) and staffing requirements based on historical data, trends, and business needs
• Create and maintain accurate staffing schedules to ensure optimal coverage and service level targets are met throughout the year
• Monitor real-time adherence to schedules and breaks and make necessary adjustments to optimise productivity
• Analyse response centre data and provide insights to identify opportunities for improving operational efficiency and performance
• Collaborate with the team leaders and supervisors to identify and address staffing gaps and operational challenges based on demand forecast and any upcoming projects and initiatives
• Assist with Annual Leave and other leave request evaluation keeping client experience and business needs at the forefront of decision making
• Leave report audit, compliance and adherence to leave policies
• Conduct regular evaluations of forecasting models, workforce management processes, and scheduling methodologies to drive continuous improvement
• Work collaboratively in a team environment and build strong relationships with RC manager, supervisors, trainer and agents (paralegals and Go2's)

The experience we are looking for

• Bachelor's degree in Business Administration, Statistics, or a related field is preferred
• Proven experience as a Workforce Planner or in a similar role within a contact centre environment
• Certification in Workforce Management or related field is a plus
• Proficiency in using workforce management software and tools (e.g., MS teams and touch point, Avaya, Genesys, Verint) to forecast call volumes and create schedules
• Strong attention to detail and accuracy, with the ability to analyse data and identify patterns or trends
• Proficiency in Microsoft Excel, including advanced formulas, pivot tables, and data manipulation techniques
• Knowledge of contact centre and industry-specific metrics (e.g., service level, average handle time, abandonment rate, shrinkage, occupancy) is preferred
• Experience working in an agile and fast paced environment with a need to occasionally make swift changes and at times be comfortable working with ambiguity

Our People Commitment comes with the following benefits:

• Ongoing coaching and career development opportunities
• 22 Weeks Parental leave with your superannuation guaranteed and back-to-work transition policy
• End of Year leave, 1 day first year, 4 days after 2 years
• Comprehensive mental health framework, including wellbeing leave (up to 4 extra days per year) and $299 reimbursement
• Discounted gym membership
• A hybrid flex working model
• Salary Continuance & Life Insurance
• 17.5% Annual Leave Loading

… just to name a few. *T's & C's applyOur shared values represent what we stand for and guide how we act, with Courage; Compassion; Collaboration; Fairness and Tenacity.We love that you have a life outside of work and we're happy to support yours. We provide you a safe, supportive and collaborative environment, backed by inclusive leaders and progressive people policies, where you can be your authentic self and thrive. Here we are committed to creating a diverse and inclusive culture, enriched by differences in ethnicity, gender, sexual orientation, gender identity, disability, religion, age and family arrangements. Applications from First Nations People are encouraged.Are you ready to join us on a journey to extend access to justice to more Australians, in an organisation and role in which every action you take makes a difference? Apply now.Our Circle Back Initiative partnership means we're committed to responding to every applicant.Advertised: 13 Mar 2024 AUS Eastern Daylight Time
Applications close: