We are excited to be partnering with a leading banking corporation here in Brisbane to recruit for a Workforce Planning Analyst.
This role plays a critical role in ensuring the efficient planning and operation of the Contact Centre.In this role you will:Deliver analysis, recommendations, and optimised resourcing plans.Foster the delivery of agreed service levels while balancing cost, customer, and people outcomes.Use best practice workforce management principles to ensure effective planning.What will your day look like?As a Workforce Planning Analyst, you will:Planning and forecasting:Apply best practice workforce management principles to create accurate workload, service level, and FTE requirements through monthly, weekly, daily, and intraday forecasts.Demonstrate a thorough understanding of forecasting and planning principles relevant to contact centre operations and workforce management.Accurately forecast ongoing customer call demand and resource requirements using historical and seasonal forecasting methodologies, considering attrition, initiatives, capacity, and budget.Provide scenario modelling for future initiatives, including risks and recommendations.Identify areas for improvement in planning practices, sharing feedback to enhance the planning process.Promote and educate contact centre roles on workforce management practices.Support stakeholders in managing FTE and operating budgets, providing recommendations and creating FTE solutions that align with budget.Conduct impact analysis and identify business trends, addressing key areas requiring attention.Collaborate with business leaders across the organisation to deliver excellence in customer service and operations as a trusted advisor.Work with stakeholders to identify suitable inputs for forecasts and models, seeking appropriate sign-off.Manage risks related to accuracy and timeliness of service delivery, highlighting any analysis risks to stakeholders.What will you bring?Tertiary qualifications in an appropriate discipline (Desired)Demonstrated experience in managing effective relationships with stakeholdersExposure to contact centre environmentsStrong experience in a variety of workforce management rolesYou don't need to have all the skills listed.
We value a growth mindset, so if you have most of these skills, we'd love to hear from you.So why join our client's business?From the moment you join, you'll be doing meaningful work that shapes a world where people and communities thrive.
They offer a range of flexible working arrangements, so their people can "make work, work for them."
Additionally, they'll provide access to health and well-being services and discounts on selected products and services, such as insurance and banking products.Aboriginal and Torres Strait Islander Peoples are encouraged to apply.To apply please click apply or call Jason McFarland on for a confidential discussion.About the jobContract Type: FULL_TIMESpecialism: Human ResourcesFocus: Other specialist positionsIndustry: Human Resources and PersonnelWorkplace Type: On-siteExperience Level: Mid ManagementLocation: BrisbaneSalary: NegotiableJob Reference: 2028560/001Date posted: 18 December 2024Consultant: Jason McFarlandCome join our global team of creative thinkers, problem solvers and game changers.
We offer accelerated career progression, a dynamic culture and expert training.
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