Job description
Tenacity CX are Australia’s leading supplier of recruitment solutions to the Customer Experience industry. We are a proud partner with a leading global Insurer, we have an exciting opportunity for a Senior Workforce Planner.As the Senior Workforce Planner you will be a forward thinker with a highly analytical mindset and drive to maximise the operational performance of the team. You will ensure that the contact centre forecast processes are managed in a systematic and co-ordinated manner using Best in Class methodology.
To be successful in the role you will need the following skills & attributes:
- Proven experience as a Workforce Planner (within a customer centric environment)
- 1-2 years experience in forecasting/scheduling
- Advanced Microsoft Excel skills
- Excellent knowledge of Contact Centre Systems and Processes
- Create long term forecasts - to predict future contact volumes, average handling times, staffing requirements and service levels
- Produce forecasts with the highest level of accuracy and develop innovative resource management solutions
- Drive implementation of key initiatives through effective communication and influencing techniques with stakeholders
- A team player with an excellent work ethic and drive to succeed
- A pro-active mindset, continuously looking on ways to improve
- A high level of verbal & written communication skills
- Banking, Financial Services or Life Insurance background (desirable)
- Work for a leading global Insurer
- Huge opportunities to progress your career
- Central CBD location
- Driven & supportive management team
Expired job
