Senior Workforce Planner
On-site · Sydney, New South Wales, Australia
Job Summary
Senior Workforce Planner responsible for end-to-end workforce planning across Member Engagement and Medical Indemnity, including long-term forecasting, headcount modelling, scheduling, real-time monitoring, reporting and dashboards. Acts as a strategic partner to senior leadership, translating data into actionable insights to drive performance and informed decision-making across the business. Key activities include governance of forecasting methodologies, translating demand into FTE requirements, intraday planning, system data maintenance, and delivering regular workforce reporting on service levels, occupancy, shrinkage, AHT and adherence.
Required Qualifications
- 7+ years of experience in a Workforce Planning, WFM Analyst or senior operational planning role within a contact centre or operational environment
- Demonstrated experience across the full WFM lifecycle—forecasting, capacity planning, scheduling, real-time management and reporting
- Proficiency with workforce management platforms (e.g. NICE, Genesys), contact centre/customer engagement platforms, and CRM systems
- Strong analytical skills with advanced Excel capability; experience with BI tools (Power BI) highly regarded
- Excellent communication and stakeholder engagement skills
- Tertiary qualification in a relevant discipline (Business, Statistics, Mathematics) preferred but not essential
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