Permanent Work Force Planner role - Hybrid wfh/office - North Ryde location - start asap $95-110,000 + super

Your new company
An organisation established since 1946 within Australia, with operations in the USA and Asia.
Manufacturing and supplying of materials to the Construction industry.
They are ever evolving and developing the company to ensure the best and most efficient services to all customers.

Your new role
This role is responsible for collaboratively developing key tactical operational solutions across the national Customer experience structure. It includes day-to-day maintenance of telephony systems, forecasting using standard Contact Centre metrics, development, and release of schedules in collaboration with real time analysis to ensure that adequate resourcing is in place for the business to meet activity requirements.
This role is pivotal in enabling national resource sharing across our contact centres:

• Collect and normalise key interaction forecasting data inputs to be used in all phases of forecasting: Budget, rolling Quarterly and Operational. This includes, but is not limited to: resourcing plans, projects, time series forecasting, seasonality and trend analyses, repeat call ratios and organisational events
• Ensure that key productivity metrics are measured and managed to establish a workload forecast: AHT, Shrinkage, Occupancy, Adherence
• Ensure that provision is made in the forecast for attrition, speed to competency pathing and career pathing
• Ensuring that strong line of sight is maintained between the Budget forecast and Operational forecasting to manage financial variance/cost overrun
• Collaborate with various stakeholders to seek efficiencies in Contact Centre Operating models Ensure all outputs are aligned over the course of the forecasting cycle Support ongoing efforts to resource share across our national footprint

• Experience scheduling nationally across multiple employment conditions
• Manage the development of 1st release staff rosters with appropriate shrinkage allocation
• Manage the agent baseline and staff movements process
• Manage the annual leave planning process and leave management strategies
• Roster and schedule Inbound and Outbound teams in accordance with demand, internal client, statutory, financial and supporter requirements.

What you'll need to succeed

• Tertiary qualifications in business, work force planning or equivalent ideal but not essential
• Equivalent experience in similar roles
• Experience using Calabrio and/or Amazon Connects highly desirable
• Workforce scheduling
• Expertise in planning, problem solving, evaluation and co-ordination
• Proficiency with workforce management tools
• Capacity to draw deep dive data to inform key decisions
• Rostering/scheduling/workforce planning experience within a national call centre or retail sales network Demonstrated influencing, communication, and presentation skills

What you'll get in return
You will work for an Australian, reputable brand that has been established for decades and continues to see huge growth. A company that encourages career progression and opportunities to upskill, whilst also providing the tools you will need to be successful in your daily role. A fantastic culture, wfh/office hybrid flexibility. Working Monday to Friday in a permanent and secure role. Paying $95-110,000

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.#2647700