Workforce Planning Lead
The Warehouse Group
Auckland, New Zealand
22h ago

About Us :

Here at Noel Leeming, Services are a key differentiator in setting us apart from the competition. Our services range and offering ensures customers can use both their technology & appliances the way they want to and in the space they need to.

We can deliver, install, set up, & protect our customers' purchases, as well as recommend and educate to ensure individuals and businesses get the right solution for their needs.

The team continues to evolve & take shape making this an exciting time to join the team. You will have the opportunity to be part of a growing area of the business and shape its future direction.

About the Role :

  • The Workforce Planning Lead is focused on turning data into value-driving business insights to facilitate improved contact center operations;
  • enabling a better customer experience.

    Reporting to the Services Support Manager, you will be responsible for short and long term forecasting, scheduling, capacity planning, intra-day management, and contingency planning.

    You will participate in the implementation of solutions that fully leverage our existing team members, exceed customer expectations, and remove / minimise cost from the business.

    Other responsibilities include but are not limited to :

  • Using Workforce Management software tools and modelling manage staffing levels and service for multiple brands.
  • Workforce Management Develop and maintain the best in class workforce management and business processes and practices to reduce / minimise cost.
  • Reporting and analytics on Contact Centre and agent performance
  • About You :

  • 3+ years in workforce management across multiple channels
  • Advanced Excel and PowerPoint skills
  • Excellent analytical, logical, and quantitative skills, with a natural tendency to use data in decision making and prioritization.
  • Effective communicator with the ability to present to an executive level
  • Experience with several telephony platforms, especially PureCloud is essential
  • Experience with different workforce management software tools is essential
  • Experience in Salesforce
  • Advanced Excel and PowerPoint skills
  • Experience in call recording software
  • To be successful in this role, you will be naturally curious with the ability to self-serve, get the data, and tell the story.

    You will have a strong bias for action, balancing the tension between swift execution, high-quality output, and long-term strategic thinking.

    You will also need strong interpersonal skills and the resilience to push through / overcome setbacks / obstacles.

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