Workforce Planner
HybridParramatta, New South Wales, Australia
Job Summary
Monitor and manage real-time contact centre performance to achieve service level and operational targets. Develop and maintain efficient rosters and schedules across multiple teams and channels. Analyse performance trends, forecast variances, shrinkage and resource utilisation, providing recommendations to improve outcomes. Manage unplanned leave, schedule changes and intraday staffing adjustments to optimise coverage. Produce accurate workforce reports and insights to support operational decision-making. Build strong relationships with leaders and stakeholders across the business. Identify and implement continuous improvement initiatives that enhance efficiency, reporting and workforce planning processes. Support workforce planning projects and operational change initiatives. This permanent, full-time role is based in Parramatta with hybrid working available, operating Monday to Friday 8am to 8pm and Saturday 9am to 1pm.
Required Qualifications
- Workforce Planning, Scheduling or Real-Time Analyst experience within a contact centre
- Strong analytical and reporting skills with advanced Excel capability
- Experience using workforce management and contact centre platforms (Genesys highly regarded)
- Strong understanding of service level management, forecast accuracy, adherence, occupancy and workforce optimisation
- Excellent stakeholder management and communication skills
- High attention to detail and a commitment to reporting accuracy
- A continuous improvement mindset and passion for driving operational excellence
- Permanent, full-time opportunity based in Parramatta with hybrid working available
- Contact Centre operational hours Monday to Friday 8am to 8pm and Saturday 9am to 1pm
- The hours of work will vary
Desired Qualifications
- Genesys
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