Workforce Planner & Analyst

Workforce Planner & Analyst

Job no:496856
Work type:Full Time
Location:SA - Adelaide

Acting in the best interest of our customers and the community is at the core of our Customer Care Centre. We aim to deliver first point of contact resolution of all enquiries, delivering timely and consistent handling of customer needs at the highest level of service experience.

Being the first point of contact with our customers, it is crucial we have the level of support and resources in our centre at the right time. To determine and manage staffing levels, we are seeking a Workforce Management and Data Specialist.

The responsibilities of this opportunity include:

• Effective operational and strategic workforce planning of Customer Care Centre resources, planning adaptable schedules and rosters
• Extract and analyse data, including performance indicators, highlighting trends, variances and forecasting to enable persuasive and measurable strategic workforce improvements
• Support the review of reports and systems, enhancing automation to deliver real time performance reporting
• Holding weekly workforce management meetings, reviewing: issues; risk mitigation; KPI’s; and present effective and efficient recommendations
• Work closely with the leadership team, to support the development of the team, fostering a constructive culture.

About the candidate:

• Highly driven and passionate for customers, process and people improvement
• Background in workforce planning in a call centre or highly demanding environment
• Intermediate – advanced skills in excel, CRM and telephony systems
• Ability to balance day-to-day and highly complex strategic activities
• Sound organisational and analytical skills and attention to detail with the ability to review practices and determine trends.

If you have a passion to work within a fast moving, customer-centred business, filled with passionate and self-motivated people, where fresh thinking is valued, and innovation is embraced, we want to hear from you. If you relish working in an evolving environment, have a desire to work collaboratively amongst a wealth of talent and learn a changing and exciting industry, our organisation is a great place to be. 

A full list of accountabilities, knowledge, skills and experience can be found in the attached PD: Workforce Planner and Analyst PD.pdf

To apply, click on ‘apply’ and submit your cover letter and resume no later than 9.00 am Monday 27 May 2019. (new extended time)