Job description
We are working with a well recognised global (AND FUN) brand. This role plays a vital role in the successful overall performance of their multi site contact centre - located in North Sydney.As the Strategic Workforce Planning Manager, you will be a forward thinker, strong with forecasting & the development of budgets, someone who will challenge the status quo AND has a deep understanding of contact centre operations.
The Role:
- Responsible for the build & execution of the Workforce Management Strategy
- Work closely with senior stakeholders in the contact centre to influence overall performance whilst optimising resources & budgets
- Budget design, execution & management
- Forecasting across multi site contact centres – doing both long term (1-3 year) and short term (0-3 month) workforce capacity plan
- Providing a schedule/roster that optimizes resources to meet the forecast
- Defining a Real-Time Monitoring Strategy & a roster that meet business needs
- Drive initiatives to benefit staff engagement
- At least 3-5-year proven experience in a medium to large size Contact Centre
- Previous direct people management and coaching experience
- Experience with budgeting – build and management
- Experience working with outsource partners
- Accreditation with common Workforce Management and Reporting tools
- Project Management or efficiency eg; LEAN accreditation
- Preferable COPC or other certification for Workforce Management
- Be a creative thinker – someone who can confidently challenge status quo and make recommendations to drive efficiencies
- Designs reporting mechanics & dashboards to monitor performance
- Have experience @ a strategic & commercial level in a contact centre – someone who has provided insight & overall direction to a contact centre around WFP
In addition to remuneration, there are extensive benefits provided as part of the Employer Value Proposition.
We are interviewing immediately – Do not miss this fantastic opportunity!! APPLY TODAY!
Expired job
