Overview
As our Workforce Planning Analyst, you'll be responsible for forecasting, scheduling, and optimising resources to ensure our Customer Service Centre meets service levels and business objectives. You'll use data-driven insights to support decision-making, improve workforce efficiency, and enhance the customer experience. This role combines analytical expertise with strong stakeholder engagement and a collaborative approach to problem-solving.
Aussie Broadband is an Equal Opportunity Employer and supports inclusion and diversity to ensure our team represents the customers and communities we serve.
Responsibilities
* Overseeing roster management to ensure adequate staffing across all positions
* Forecasting and planning staffing levels to meet operational demand
* Analyzing workload trends and impact factors for strategic forecasting
* Providing actionable insights and impact assessments to optimise workforce performance
* Scheduling resources aligned with KPIs, service levels, and training objectives
* Preparing and presenting capacity planning reports to senior stakeholders
* Embedding workforce planning practices and enabling data-driven decision-making
* Managing scheduling requests for leave, training, and development activities
* Creating and maintaining accurate employee records using workforce planning tools
* Supporting the development of new analytical solutions and techniques
* Collaborating within a small team to deliver outstanding stakeholder and customer experiences
Qualifications
* Strong stakeholder engagement and communication skills
* 3–5 years' experience in workforce planning, scheduling and optimisation, ideally in an omni-channel contact center
* Advanced proficiency in Microsoft Excel and solid knowledge of MS Office tools
* Ability to manage competing priorities and deliver under pressure
* A proactive, solutions-focused mindset with excellent planning and organisational skills
* Comfort presenting insights and recommendations to senior stakeholders
* Knowledge of workforce management systems and contact centre performance metrics
* Relevant tertiary qualifications or certifications (advantageous)
* A positive attitude and willingness to learn and adapt quickly
What you'll be doing
* Forecasting and planning staffing levels to meet operational demand
* Analysing workload trends and impact factors for strategic forecasting
* Providing actionable insights and impact assessments to optimise workforce performance
* Scheduling resources aligned with KPIs, service levels, and training objectives
* Preparing and presenting capacity planning reports to senior stakeholders
* Embedding workforce planning practices and enabling data-driven decision-making
* Managing scheduling requests for leave, training, and development activities
* Creating and maintaining accurate employee records using workforce planning tools
* Supporting the development of new analytical solutions and techniques
* Collaborating within a small team to deliver outstanding stakeholder and customer experiences
Permanent role, based in Melbourne or Dandenong South.
#J-18808-Ljbffr