Workforce Planning Lead
Noel Leeming
Auckland, New Zealand
5d ago
Job Description

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

Qualifications

  • 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.



Additional Information

It is our belief that it's important to reward and recognise our team for their success. This role consists of a competitive salary, discounts across all our brands, great team member benefits, and excellent career development opportunities no matter where you are in the business!

If you’re passionate about customer experience and seeing great services being delivered in a way that will satisfy and delight customers, this opportunity is not to be missed!

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