Address- Join an ASX listed organisation in a time of growth
Great company culture with amazing benefits on offer
We celebrate our team with quarterly and annual awards for high achievers
Frizelle Sunshine Automotive is part of Peter Warren Automotive Holdings, one of Australia's largest multi-franchise automotive dealer groups. We have expanded across South West Sydney, Sydney’s North Shore, Regional NSW, Northern NSW, and throughout South East Queensland and Victoria. With some of the finest vehicle brands in the world we cover all aspects of vehicle ownership. With over 2000 employees across QLD, NSW and VIC, we are focused on growing and developing a career path for all our people.
Frizelle Sunshine Automotive is actively seeking a dedicated and analytical Workforce Planning Analyst for our Contact Centre based in Southport. We are committed to delivering unparalleled customer service, and we're looking for someone to help us optimize our staffing levels to uphold this commitment. If you have a strong analytical mind, excellent scheduling abilities, and want to make a meaningful impact, then this role may be for you.
About the role:
- Assist in forecasting call volumes and staffing needs based on historical and seasonal data.
- Use workforce management software to create efficient agent schedules, ensuring optimal coverage at all times.
- Monitor real-time call centre metrics, making real-time adjustments to schedules and staffing as needed.
- Coordinate and schedule annual leave for agents, balancing individual preferences with operational needs.
- Plan and schedule internal meetings, training sessions, and other non-customer-facing activities without compromising service levels.
- Analyze Key Performance Indicators (KPIs) such as Average Handle Time, Abandon Rates, and Service Level Agreements to identify areas for improvement.
- Collaborate with Contact Centre management to address staffing challenges and propose solutions.
- Generate routine and ad hoc reports for management, presenting actionable insights to improve performance and efficiency.
About you:
- Minimum of 2 years' experience in Workforce Planning or call & resource role, ideally within a Contact Centre environment.
- Proficiency in workforce management tools (e.g, Genesis).
- Exceptional analytical, problem-solving, and organizational skills.
- Intermediate skills in Microsoft Excel or equivalent data analysis tools.
The benefits of working for us:
- Commitment to development and mentoring from your team!
- Free Titans tickets for home games
- Discounted Bupa Private Health Insurance
- Employee Assistance Program (EAP)
- Exclusive discounts with our Samsung Partnership Program
- Discounted Gym memberships
Apply now!
All Frizelle Sunshine employees must; be entitled to work in Australia, complete a Federal Police Check and a Traffic History (QLD) or Driving Record (NSW) check.
