Workforce Planner/Analyst

Reporting to the National Workforce Planning Manager.  The Workforce Planner/Analyst is responsible for ensuring the efficient scheduling, forecasting, and performance monitoring of the Customer Care workforce, whilst also assisting to maintain and improve the quality of customer interactions.

This role involves a combination of workforce management and quality assurance tasks to optimise productivity, enhance customer experience, and ensure operational goals are consistently met.

In this role, you’ll lead by example, ensuring every decision aligns with our values:
•    Customer Always: Keep the customer at the heart of all we do.
•    Everyone Matters: Foster inclusivity and respect in every interaction.
•    Better Together: Build collaborative teams that thrive together.
•    Strive for Greatness: Deliver exceptional outcomes and continuous improvement.

What You'll Do:

• Analyse call volumes, trends, and historical data to accurately forecast staffing needs.
• Develop and manage the scheduling of contact centre agents to ensure adequate coverage.
• Monitor real-time contact centre operations, inclusive of frontline staff & administrative staff, to ensure adherence to schedules, performance metrics, and service levels.
• Prepare daily, weekly, and monthly reports on workforce metrics, including absenteeism, adherence, and performance trends, including ad hoc reports at the request of leadership.
• Conduct regular audits of agent interactions across all customer contact methods to assess compliance with quality standards, company policies, and customer service guidelines.
• Provide feedback scorecards and coaching tools, collaborating with Team Leads to assist in improving performance and customer satisfaction, identify areas for improvement and develop action plans to address performance gaps.
• Collect, analyse, and interpret workforce and quality data to provide insights and recommendations to management.
• Create and present detailed reports on workforce and quality metrics to leadership teams.
• Utilise workforce management tools and software to monitor performance trends, resource utilisation, and other key factors.

What You Bring:

• Proven experience in workforce management and quality assurance within a contact centre environment.
• Experience in workforce management tools and software (such as Verint, AWS, Salesforce).
• Familiarity with quality assurance processes and customer service standards.
• Experience coaching, mentoring and supporting team to reach identified and achievable targets
• Strong analytical skills with the ability to interpret data and generate actionable insights in real time, as well as in line with forecast metrics.
• Excellent attention to detail and ability to identify trends and areas for improvement.
• Strong communication and interpersonal skills, with the ability to provide constructive feedback, coach and mentor.

What we can offer you:

• Novated leasing benefits and discounts

• 12 weeks paid parental leave and access to our Parents Portal

• Comprehensive learning and development opportunities to support your career growth

• Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations

• Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund

• Exempt Employee Share Plan

As an employer who embraces Diversity, Equity & Inclusion, we hold a collective commitment to foster an environment where all differences are valued and respected.  We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply.

Please note only shortlisted applicants will be contacted and all successful candidates will undergo a National Police check and credit checks and must provide a valid Working with Children check.