AddressAt Peninsula Employsure, we strive to be better every day. Our WHY is our At Peninsula Employsure, we strive to be better every day. Our core business driver is to support small and medium sized businesses in the provision of HR and WHS advice. In supporting our 25,000 clients in Australia, this role is key to our success. This role is crucial for ensuring we have the right talent, with the right skills, at the right time to deliver exceptional customer service.
Working as the Workforce Planning Manager, your role will be to lead a team of 4, ensuring that our workforce and availability are scheduled on an optimal basis to ensure business continuity. You will need to leverage your expertise in Genesys and planning to support the Services teams’ efficiency and effectiveness.
Key Responsibilities:
- Conduct in-depth contact center analysis using Genesys data to identify future skill gaps and staffing needs.
- Develop and implement strategic workforce plans aligned with business goals and customer service objectives.
- Leverage Genesys WFM to forecast agent activity, schedule staff efficiently, and optimize call routing.
- Analyse call patterns, understand agent workload, and identify coaching opportunities.
- Translate service level expectations into workforce plans.
- Monitor key workforce metrics (including Genesys reports) and present findings to stakeholders.
- Minimum 3 years' experience in Workforce Planning, with a strong focus on contact centers.
- Proven track record of developing and implementing successful workforce plans utilizing Genesys or similar WFM systems.
- Strong analytical skills with experience in data analysis and reporting (including Genesys reports).
- Excellent communication and interpersonal skills with the ability to influence stakeholders at all levels.
- Proficiency in Genesys WFM (or similar) and related Workforce Planning tools.
- Make a Difference: You'll play a pivotal role in shaping a positive work environment and influence the future of our service experience.
- Be an Expert: Lead from the front and build an exceptional WFP team
- Collaboration is Key: Work alongside passionate colleagues across departments, fostering a truly collaborative spirit.
- Rewards & Recognition: We love to reward and recognise our people, from Monthly nominated awards for super service, through to Company Bonus and paid overtime.
Employsure is committed to nurturing a diverse and vibrant workplace. We support equal opportunities and welcome applications from people of culturally diverse backgrounds, people who identify as LGBTQI+, people of Aboriginal and Torres Strait Islander origin, as well as people with disabilities.
