As a key player in their contact centre operations, you will be responsible for optimising workforce utilisation, improving efficiency, and driving exceptional customer experiences.
About the role:
- Develop and implement effective workforce planning strategies to ensure optimal staffing levels and resource allocation.
- Utilise workforce management tools to forecast demand, schedule shifts, and monitor performance.
- Analyse data and identify trends to optimise workforce efficiency and improve customer satisfaction.
- Collaborate with cross-functional teams to develop and implement new processes and technologies to enhance workforce management capabilities.
- Provide actionable insights and recommendations to support strategic decision-making.
- Proven experience in workforce planning within a contact centre environment.
- Proficiency in workforce management tools, such as Genesys.
- Strong analytical skills and ability to interpret data to drive insights.
- Excellent communication and interpersonal skills.
- Ability to work effectively in a fast-paced and dynamic environment.
- Career Growth: Be part of a growing company with opportunities for advancement.
- Salary:$80,000 - $95,000 + Super
- Flexible Work Arrangements: Work in a hybrid environment that balances work and personal life.
- Collaborative Culture: Be part of a supportive and collaborative team.
- Travel Perks: Experience premium travel products firsthand with exclusive discounts, benefits and experiences.
Our client is committed to delivering exceptional customer service and innovative solutions. It's culture is built on collaboration, teamwork, and a passion for excellence.
This is a newly created role, so if you are a Workforce Planner that has dreamed of doing things your way (The right way) from the beginning, this is that chance!
To be considered, submit your resume via the "Apply" button or should you have any questions, contact Will McPhee at SMAART Recruitment on 03 8637 4411.
