Leverage your expertise in Verint and Salesforce to deliver accurate forecasting, dynamic scheduling, and real-time workload optimisation. You will partner closely with senior managers and team leads to balance business efficiency with superior customer outcomes.
About the Role:
As Workforce Planning Manager, you will be the key driver behind effective staffing strategies across multiple sites. Your insights and planning will ensure service levels are met and optimised through data-driven decision-making. This collaborative role offers hybrid working arrangements from our Melbourne CBD office, combining flexibility with on-site engagement.
Key Responsibilities:
- Develop detailed short- and long-term workforce forecasts across diverse channels
- Conduct real-time monitoring and make tactical adjustments to meet service targets
- Optimise call flow and staff roster management using Verint WFM
- Report workforce performance insights to leadership regularly
- Manage leave planning, training resourcing, and roster adherence
- Partner with operational stakeholders to enhance workforce strategies
- Minimum 3 years’ workforce planning experience in contact centres (120+ seats)
- Proven skills with Verint WFM and Salesforce CRM platforms
- Demonstrated ability to forecast, budget, and improve staffing efficiencies
- Strong analytical skills, proficient in Excel and data interpretation
- Excellent stakeholder management and communication capabilities
- Comfortable managing hybrid, multi-site or remote teams
- Short-term temp contract with exciting workforce leadership exposure
- Hybrid working flexibility with Melbourne CBD office access
- Competitive hourly rate reflecting your expertise
- Opportunity to make a tangible difference in a complex, multi-channel environment
For a confidential conversation please contact Anastasia at anastasia@smaart.com.au, 0419 892 753 or submit your resume via the APPLY Now button.
