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Form of workSMAART Recruitment is thrilled to partner with a leading national provider of employment, skills, and support services. With a widespread presence throughout Australia, this company is dedicated to delivering outstanding services to its partners and customers.
Upon joining, you'll become an integral part of a diverse Contact Centre business, working within an inclusive team delivering an exceptional service to customers Australia-wide. This fast paced environment guarantees that each day presents fresh challenges and experiences, ensuring that your journey is always dynamic and varied.
The opportunity
As the Workforce Planning Manager, you will be responsible for leading the Workforce Planning team, and working closely with management teams to deliver upon People, Business and Customer objectives.
Reporting to the National Contact Centre Manager, you will oversee workforce productivity and play a pivotal role in reporting, analysis, and optimisation of workforce performance.
You will lead a small team being the first point of contact for scheduling, rostering, and Workforce Planning providing accurate and timely reporting to both internal and external stakeholders in the business. You will also be responsible for identifying uplift and improvement opportunities as well as playing a pivotal role in future business planning and resourcing.
The benefits:
- Attractive remuneration package negotiable on experience
- Weekly remote work flexibility tailored to suit your lifestyle and business demands
- Adjustable work hours between 7 am and 6 pm, accommodating your work-life balance and business needs
- Guidance from an experienced Contact Centre Manager to aid in your professional advancement
- Opportunities for career growth within this reputable organization as you progress
- Previous experience in Workforce Management or Real-Time Analysis is a must have
- Proven track record in a similar role, demonstrating analytical and leadership skills.
- Proficiency in workforce optimisation software and principles such as Erlang C calculations and Microsoft Office Suite.
- Excellent communication and interpersonal skills, with the ability to build and maintain relationships with key stakeholders.
For more information or a confidential conversation contact Matt on 8232 6008. Otherwise if this sounds like the opportunity you've been waiting for hit the APPLY button, I'd love to speak to you!
