Resource Planning Analyst
Exceptional opportunity for a dedicated Resource Planning Analyst to join the team at Foxtel!
Summary about this job
Planning
Company: Foxtel Management Pty Limited
Location: Melbourne
Work type: Full Time
Salary: n\a
Phone: +61-8-8938-3571
Fax: +61-3-9296-8750
E-mail: n\a
Site: n\a
Detail information about job Resource Planning Analyst. Terms and conditions vacancy
- Free Premium Foxtel
- Fun and Collaborative Environment
- Rewarding Opportunity
Our purpose at Foxtel is to effortlessly connect Australians to all the stories they love. We believe Foxtel is for everyone, and everyone deserves to experience all the entertainment, drama, sport, news and lifestyle content they want - when they want, and how they want.
At Foxtel we work as a team, we’re agile and we’re accountable. We put the customer first and we’re passionate about what we do. We have fun and we’re different, better, special.
We’re searching for a Resource Planning Analyst to deliver rosters at the required stages to match the forecast resource requirement with appropriate schedule fit for Foxtel’s Customer Service & Installations & Sales teams.
Responsibilities:
- Resourcing & Skills Management: Management of resourcing and skills to maximise coverage within the call centre departments.
- Resourcing changes: Timely management and completion of changes including shift movements, overtime, recovery requests and leave requests and movement of staff between relevant departments.
- FTE Planning: Management of long term FTE planning to respond to expected future call volumes and campaigns.
- Workload forecasting: Review and adjust the short to medium term (5 weeks) workload forecast (Contacts and AHT) to ensure adequate resourcing and service delivery.
- Shrinkage: Management of budgeted shrinkage including adding or removing activity as required.
- Seating Requirements: Management of seating requirements for phone facing and support staff.
- Communication: Provide consistent communication regarding resource and rostering to all stakeholders both internal and external.
- Continuous improvement: Be part of a continuous improvement culture that drives incremental sustainable improvement and quality through ongoing improvement initiatives
Experience and capability:
- Previous experience in a similar Workforce Planning type role is desirable (preferred 300+ FTE Call Centre and Outsource experience)
- A sound understanding of Call Centre Operations, metrics and Workforce Management tools (IEX, eWFM or similar) and telephony technology (AVAYA CMS, Cisco or similar) is desirable
- Strong mathematical, statistical, analytical and process mapping skills
- Intermediate knowledge of Excel and other Microsoft applications
What’s in it for you?
We have a benefits program with something for everyone. But we’re in the entertainment business and we connect Australians to all the stories they love, so what would a Foxtel benefits program be without a free Foxtel subscription and discounted broadband!
Above all, we love entertainment and, if you do too, you’ll love working with us. So if you’re excited about this opportunity, please click ‘Apply now’.