AddressContact Centre Operations – Service and Sales channels
Hybrid - 3 Days Office, 2 Days from Home
Great perks and benefits
As a Workforce Planning Specialist you role is to optimise staffing across all inbound Sales and Services channels, driving high levels of efficiency that positively contributes to the customer experience
A great role working with an award-winning ASX200 financial services business reporting to the General Manager of Operations.
Call volume data analysis and management
- Analysis of inbound volume (emails, administration, calls and chat) patterns across the Sales and Service centres
- Accurately forecast, create schedules and adjust staffing based on real time data
- Collaborate with team leaders and management to enhance productivity, utilising software tools for accurate Workforce Planning.
- Ensuring rostering and scheduling is logistically sound, efficient and effective.
- Developing and implementing mitigation strategies when variances in resourcing or workload occur.
- Ensuring rosters are regularly reviewed to meet key service requirements.
- Ensuring leave planning, including annual leave, personal leave, study leave is scheduled appropriately
- Development of forecasting and rostering/schedules modelling that maximise efficiency and productivity
- Monitoring and assessing performance metrics to make recommendations for improving call centre operations.
- Business ownership of all IVR journeys.
- Driving implementation of new customer service functionality (e.g. IVR enhancements, workforce management, chatbot and automated transcription services).
- Analysing data (call and case creation) to identify potential improvements, utilising telephony functionality, Customer Service Managers and 3rd party providers to drive efficiencies and positively impact customer experience
The experience and skills you bring to this role:
- 3+ years’ experience as a roster coordinator, roster manager, or workforce planner
- Forecasting and planning experience, with a strong operations background (call centre experience is an advantage)
- Experience in building and maintaining complex forecasting models
- Data forecasting/scheduling and use of related software packages
- Workforce management theory, application, technologies and KPIs
- A solution focused mindset, strong work ethic and attention to detail
- Experience with advanced Excel
**Successful candidates must be able to pass a national police history check and provide two professional reference checks
Our client is committed to Equality, Diversity and Inclusivity, welcoming all people to join the business, including Aboriginal and Torres Strait Islander peoples, people with a disability, all gender identities, LGBTQIA+, people of any socioeconomic status, age, race, national origin or ethnicity.
Additional information
- ASX200 Financial Services Business
- Great People and Great Culture
