Workforce Planning Lead
Newly created Workforce Planning Team Lead position, leading and developing a team in workforce planning and utilising Genesys WFM tools
Summary about this job
Management & Support
Company: Concentrix Services Pty Ltd
Location: Brisbane
Work type: Full Time
Salary: n\a
Phone: +61-3-2725-7789
Fax: +61-3-9409-1618
E-mail: n\a
Site: n\a
Detail information about job Workforce Planning Lead. Terms and conditions vacancy
Concentrix is a Fortune 500 company with our head office based in San Francisco. Companies engage us to run their customer service call centres for them and we’re experiencing continued growth in Australia.
We have a newly created Workforce Planning Team Lead position who will be responsible for overseeing the workforce planning function of a potential new Account.
We are looking for someone who has demonstrated capability in forecasting, scheduling, service level and real-time call centre capacity planning, providing leadership to the workforce planning team. This is a client facing role so you will be seasoned in communicating at a detailed level relating to workforce planning, performance and service level attainment.
As Workforce Planning Lead, key responsibilities will include, but not limited to;
- Lead the Workforce Planning team to manage centre KPI’s within their control
- Ensure all processes within WFM scope are completed on time to the appropriate standard
- Forecasting
- Capacity Planning
- Staff Scheduling
- Activity Management
- Attendance and Adherence
- Real Time Management
- Performance Tracking and reporting
- People Management
- Support the team by assigning roles and responsibilities, coaching and performance management
As a seasoned Workforce Planning Lead, you will bring;
- Tertiary qualification in business, IT, Math, Statistics or economics
- 3+ years management experience
- Background in WFM Strategic planning and trending
- Experience in a call centre role is an advantage
- Strong technical documentation, analytical, problem solving, quantitative, project management and technical aptitude
- Strong knowledge on Workforce Tools, particularly Genesys and WFM concepts
- Excellent communication and negotiation skills
- Proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action
You must be an Australian Citizen and have the ability to work on a flexible basis and willingness to be on call for after-hours consulting
If you want to leverage your workforce planning skills, commercial thinking and relationship building flair then we are keen to talk to you.
Please apply online to express your interest in this exciting new role.