We are seeking an experienced, analytical, and values driven Workforce Planner to be the driving force behind optimal staffing levels within the Service Operations and Delivery team at a prominent and trusted financial institution during an exciting period of growth!
They are dedicated to managing financial services and ensuring their customers achieve long-term financial stability and goals while truly enjoying their service experience.
About the role
We are seeking an experienced and analytical Workforce Planner to be the driving force behind optimal staffing levels within the Service Operations and Delivery team.
Reporting to the Head of Service Operations & Delivery, you will own the end-to-end function of forecasting, scheduling, and real-time resource management for the department.
Key Responsibilities
- Forecasting & Planning: Conduct in-depth analysis of historical contact volume, handle time data, and business inputs (campaigns/events)
- Scheduling & Rostering: Build and manage consultant schedules that efficiently meet demand, applying business rules and leave policies to optimise shift patterns and fairness.
- Real-Time Management Support: Proactively monitor live contact volumes, consultant adherence and queue status
- Systems & Reporting: Maintain data accuracy within Workforce Management (WFM) systems and generate insightful daily and weekly performance reports
- Collaboration: Work closely with team leaders and stakeholders, providing essential data to support recruitment, training, and strategic operational planning.
About You
You are a data driven problem-solver and a meticulous approach to detail. You thrive on the challenge of aligning dynamic customer demand with finite resources in a compliant environment.
Essential Experience and Capabilities:
- Proven experience in workforce planning and scheduling
- Familiarity and practical experience with Workforce Management (WFM) systems
- Robust technical proficiency in Excel and data analysis
- A clear and confident communicator capable of sharing complex data and recommendations effectively with both frontline and management staff.
- Relevant tertiary qualification in Business, Mathematics, Statistics, Operations, or equivalent practical experience.
If you are a WFP professional ready to take ownership of a critical, strategic function and apply your planning expertise within a stable, values-driven organisation, please submit your application!
Alternatively, contact Joanne at jeng@hrpartners.com.au for more information. Looking forward to hearing from you.
At Randstad HR Partners, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
skills
Workforce Planner (WFP), Forecasting, Scheduling / Rostering, Real-Time Management, Service Operations, Workforce Management (WFM) systems