Workforce Planner

Summary about this job

Detail information about job Workforce Planner. Terms and conditions vacancy

• Vibrant & Fast Paced Working Environment
• 18 Month Fixed Term Contract | Toowong Location
• Excellent ongoing training and development

Duties and responsibilities

Reporting to the Workforce Optimisation Manager, you will work closely with an existing team of 3 Workforce Planners and one Real Time Planner to manage a portfolio of skills, delivering end to end resource planning requirements. You will:

• Gathering a variety of call and agent data, analysing, formatting and presenting to key stakeholders daily, weekly and monthly in varying formats
• Maintaining data sets to highlight trends and react to these with appropriate planning and communication responses
• Short term forecasting,  creating and managing a schedule set to best match the forecast whilst working within human and legislative parameters
• Maintaining an accurate account of current and future staff numbers to use for engagement with the business owner, Recruitment, Learning & Development and the Workforce Optimisation Manager
• Producing monthly revision of people requirements based on updated data and using this to feed a long term forecasting and planning model
• Establishing and maintaining close working relationships with key stakeholders in order to keep abreast of business strategies, departmental and organisational requirements
• Engage new and existing staff to educate and gain buy-in on workforce planning discipline

What makes a successful Workforce Planner?

• Experience in a similar role with proven experience with forecasting, scheduling, analysis and interpretation of Contact Centre data trends
• Experience in workforce planning across a 7 day/week operation.
• Understanding of contact centre telephony solutions
• Highly proficient in MS Office suite – especially MS Excel
• Experience using Verint Workforce Planning Software will be highly regarded
• Proven ability to present information in a format to successfully influence outcomes
• Experience in performance reporting or knowledge of a coding language would be highly regarded
• Able to make decisions swiftly and put decisions into practical use.
• Proven high level of professionalism, maturity and candour in daily work ethic.
• Demonstrated ability to work under pressure
• Ability to communicate, influence and build effective relationships at all levels of the business
• Demonstrated ability to operate autonomously and as part of a team

About Us

We are the world's leading specialist and expert in the creation and delivery of unique solutions that combine service, insurance and technology to provide worldwide protection and care. We specialise in assistance, international health & life, automotive and travel insurance direct to the customer or through business partners – in some case integrated into their customer offering.

With over 16,000 talented and dedicated employees across 76 countries speaking over 70 different languages we are here for our customers in time of need. 250 million people, or 4% of the world's total population, benefit from our assistance, travel insurance and personal services, with an intervention every 2 seconds around the world. We are proud to be part of the Allianz Group and we love, as a company, to help people.

Working at Allianz Worldwide Partners, you'll find the rewards are more than just financial.  Without your contribution, we wouldn't be the same. So it's important for you to enjoy what you do

Benefits and Culture

Working at Allianz Worldwide Partners we value and develop our employees.

All employees are offered access to a few free insurance covers; such as roadside assistance, life and salary continuance. Being a part of the wider Allianz family we also gain access to discount home, motor vehicle, boat, travel and medical insurance.

Work is where we spend most of our time and you'll be ready to refer friends and family too – this is where we offer "refer a friend/ family" incentives. At Allianz Worldwide Partners we care and want to help you grow, we want you to stay with us for the long term. That's why our Leaders and Learning & Development team are committed to helping you advance your skills, knowledge and qualifications to ensure your career continues to flourish. We can never stop learning.

Have a talk with us about the flexibility that can be offered with the role.

Interested in a career with us?

Simply click on 'APPLY' and we’ll be in contact shortly.

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