Workforce Planning Manager

Full Time
Brisbane QLD 4000
Posted 30+ days ago
Job description

Job Title:

Workforce Planning Manager

Job Description

We are seeking an experienced Workforce Manager to join our Team.

You will be responsible for leading the Workforce Planning, Scheduling and Real Time Management functions for our Brisbane and Gold Coast Operations. You and your Team will be accountable for achieving Customer and People metrics whilst Optimising Commercial outcomes using your strong business acumen.

Your day-to-day duties could involve:

  • Work with our Clients on Long Term Forecasting to achieve SLAs
  • Build capacity plans to ensure the Business is appropriately staffed
  • Work with the Reporting team to Analyse performance, providing recommendations for improvement to Senior Leaders
  • Ensure scheduling efficiency is managed for business and people outcomes including work-life balance and flexibility for our frontline Advisors
  • Provide training of WFM tools and processes to new Team members
  • Provide guidance to Leadership on staffing models, implementing changes through Talent Acquisition as required
  • Track and evaluate staff productivity, utilisation and adherence
  • Provide inputs for accurate financial forecasts

Ideally, you will have:

  • Experience leading WFM Teams within the Contact Centre is essential
  • Ability to motivate and coach a team towards achieving performance targets
  • Excellent written and verbal communication skills, and the ability to work with a wide variety of stakeholders
  • Experience with delivering all aspects of the WFM function
  • Strong Microsoft Excel Skills and ability to produce clear reports for senior stakeholders
  • A high level of business acumen, including ability yo understand drivers of budgets or financial statements
  • Genesys WFM or NICE IEX experience highly regarded

What’s in it for you?

  • Wellness Partner onsite, Yoga, meditation & more
  • Private health and Gym discounts
  • Attractive discounts on a wide range of products such as tech and whitegoods
  • Office location close to public transport + On-site Parking
  • Supportive and collaborative team environment with a large social aspect!
  • Opportunity to build a career at a Global Company

Who is Concentrix?

In a world full of average, we stand out. We believe experience is everything! To achieve outstanding results, we are disrupting the market by being absolutely obsessed with making our clients businesses better. We bring together the brightest and most creative minds in business, cutting-edge technology solutions, proven design thinking expertise and exceptional customer experience centres. Our clients notice the difference too, in increased customer loyalty, improved business performance and differentiation in their markets. As a diverse, global organisation, we have unconventionally fresh ideas and deliver extraordinary customer experiences for more than 450 of the world's best brands.

Concentrix - a passionate company powered by passionate people.

Applicants must be an Australian Citizen and pass thorough pre-employment checks.


AUS Brisbane - 288 Edward St, Lvl 27

Language Requirements:

Time Type:

Full time

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