Senior Customer Workforce Planner

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Join our Shared Services team as a Senior Workforce Planner based in our Docklands office...

Summary about this job

Management & Support

Company: Latitude Financial Services

Location: Melbourne

Work type: Full Time

Salary: n\a

Phone: +61-2-1289-5961

Fax: +61-2-5068-9419

E-mail: n\a

Site:

Detail information about job Senior Customer Workforce Planner. Terms and conditions vacancy

  • Forecasting, scheduling & planning - sound like you?
  • Central Docklands location
  • Growing challenger brand in Financial Services

About Us


We are a growing consumer finance business with over 2000 employees. We are the challenger brand in the market with high aspirations to make a difference; committed to creating great customer experiences and obsessed by better outcomes every day. Our business model includes a growing Direct- to- Consumer business in both personal lending and credit cards, as well as a partnership model for white label lending and credit cards. We are in the process of transforming our business, placing our customers at the centre of everything we do. It’s an exciting time to be a part of Latitude Financial Services.

About the role

Working as part of the Shared Services - Customer Workforce Solutions team, you will manage the day-to-day contact and resource operations of Latitude Financial Services.

As a Senior Workforce Planner you will develop and maintain strong internal and external customer relationships, building a solid network of stakeholders. A key focus for your role will be to ensure we achieve our customer and operational and financial targets by overseeing and ensuring effective forecasting, scheduling, planning, training allocation, campaign and initiative assessment for your business area.


Key duties include but not limited to:

  • Prepare short, medium and long term forecasts to contact centre partners
  • Oversee Workforce & Customer Optimisation involvement in the Go-To-Market (GTM) process ensuring that all campaigns and initiatives are appropriately assessed and included in the resource plan
  • Engage with internal stakeholders to understand upcoming campaigns to deliver business plans
  • Analysis of data trends and identifying improvement opportunities with appropriate recommendations to increase efficiency.

Skills & Experience:

  • 3+ years experience in a blended Inbound/Outbound Contact Centre workforce planning environment
  • Hands on experience in forcasting, identifying and interpreting contact centre data trends
  • Understanding of Workforce Planning methodologies, tool and techniques
  • Ability to think strategically to manage across different functional business groups
  • Strong communication skills and the ability to engage and influence stakeholders at various levels including executive leaders.

What are the perks?

At Latitude, we offer a competitive salary, flexible working arrangements a diverse range of benefits and retail discounts, 5 - week annual leave program, health and wellbeing activities and so much more. Our new head office in Docklands is cutting edge with subsidised cafe, games rooms, awesome customer focused collaboration spaces and all the tools to enable your success.

If you are someone who is passionate about Customer Service and you understand the important role Workforce Planning plays in providing a better customer experience then we want to speak with you.

How to apply

If you believe you have the appropriate skills and experience please apply via the Apply Now portal.


You must be a Permanent Resident of Australia or an Australian or New Zealand Citizen to be considered for this role. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.




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