We're looking for an experienced Workforce Management Manager to help power high‐performing Customer Experience teams through smart planning, forecasting and real‐time resource optimisation. In this role, you'll influence workforce decisions that directly impact service levels, employee engagement and customer outcomes across multiple channels.
Workforce Planning
* Lead workforce planning, rostering and real‐time management to ensure CX teams consistently meet service KPIs
* Optimise schedules across all communication channels including calls, email and dispatch
* Monitor attendance, training schedules and leave coverage to maintain service levels and support continuous improvement
* Analyse service performance and recommend improvements linked to smarter scheduling and workforce engagement
* Provide clear, evidence‐based advice on workforce planning strategy and capacity planning
* Stay across industry best practice, emerging tools, systems and workforce methodologies
Forecasting & analytics
* Build accurate short‐, mid‐ and long‐term demand forecasts
* Deliver insightful reporting using historical data and forecasting outputs
* Turn workforce data into meaningful recommendations for leaders
Talent & capacity recommendations
* Identify recruitment needs and advise on FTE requirements and shift design
* Highlight coverage gaps and provide weekly staffing and scheduling recommendations
* Assess Change of Availability requests using capacity data to guide decisions
Stakeholder engagement
* Partner closely with the National Contact Centre Leadership Team and Team Leaders
* Build strong relationships and develop a deep understanding of business strategy and operations
* Actively contribute to team and broader business initiatives
Additional responsibilities
* Support the WFM team through leave backfill and ad‐hoc projects
* Complete administrative tasks across Verint, spreadsheets and workforce documentation
* Work closely with the Resource Planner to ensure optimal daily and weekly coverage
About you
* Deep knowledge of workforce management methodologies
* 3+ years' experience in workforce planning within a large, high‐demand contact centre
* Strong forecasting, planning and operational experience
* Highly developed analytical and stakeholder engagement skills
* Experience with Verint, Humanforce or Cisco (highly desirable)
Qualifications
* Tertiary qualifications in mathematics, statistics and/or data visualisation (highly desirable)
* Knowledge of the Clerk's Award (desirable, not essential)
We value diversity and welcome all applicants.
ComfortDelGro Corporation Australia (CDC) and A2B acknowledges the Traditional Custodians throughout Australia, and their continuing connection to land, waters and community. We pay our respects to all First Nations people, their culture and to Elders past and present.
#J-18808-Ljbffr