Auckland City, AucklandPermanentFocus on workforce planning and schedulingDelivery of insights to enable fact based decisionsOur Customer Services team is focussed on delivering better customer outcomes through empowering our front line teams to help our customers the first time the contact us.
So, we have recently re-organised ourselves and have a number of new and exciting roles to help us along this journey.We're looking for a really sharp workforce planning specialist who has demonstrated experience in building multi-
channel rosters to make sure we've got the right rosters in place to support customer demand.In this role you will be responsible for scheduling our workforce across voice, written and social media queues as well as understand future demand to enable accurate forecasting.
You will be expected to : Build strong relationships across AT ensuring early engagement in activity that may impact customer demandDeliver reporting that provides insight and commentary enabling a deep understanding of workforce trendsDeliver accurate and timely workforce planning and schedulingProvide robust forecasts within acceptable industry varianceHave a strong understanding of emerging workforce scheduling processes and practicesTake an agile approach, understanding the requirement to be flexibleDeliver insights and recommendations related to future growthTo be considered for this role you will have : Demonstrated experience in delivering rosters and schedules, ideally within a unionised environmentStrong understanding of the holidays act as well as the application of allowancesExperience in a multi-
disciplined contact centre or multi-site retail environmentProven experience in maintenance of a real time workforce management function where you have used relevant workforce planning tools -
ideally including NICE and / or CIC technologiesDemonstrated experience in delivering accurate forecasts that inform future needsStrong analytical skills to identify trends and provide relevant insightsWhy ATWe're all about building a diverse and inclusive workplace at AT to support this, our Flexible Working initiative empowers our people to work flexibly in ways that work for them, our customers and our business.
AT is also committed to creating a diverse and inclusive workplace where people come first, we feel safe, respected, valued and supported, regardless of our differences.
In addition, we also offer : A chance to work on project unique to NZ i.e. no other infrastructure projects of the complexity and size across NZInvestment in your professional development and trainingOpportunity for greater leadership and accountability, the authority and autonomy to make lasting decisionsModern waterfront-
based officePaid parental and partner leaveStudy assistanceHealth and Wellbeing benefitsProfessional membershipsIf you think this is the right opportunity for you, then click APPLY now!