An exciting opportunity has become available for a Workforce Planning Manager within Datacom Connect, located in our North Ryde office.
This is an exciting opportunity for a Workforce Planning Manager with a strategic business focus. This role is a newly created position working across multiple contact centres nationally. The successful applicant will be a driven Manager with a good understanding of workforce planning principles and business acumen to drive performance and ensure financial targets are achieved. Experience working in an outsource environment would be highly regarded.
Who are Datacom Connect?
We provide customers with world class end to end contact centre solutions ranging from complete technology solutions to skilled customer service representatives.
Datacom has over 4,700 talented professionals in 27 offices across Australia, New Zealand, Malaysia and the Philippines, we have extensive expertise in the operation of data centres, the provision of IT services, cloud, software engineering and application management, payroll and customer service design and operations. Privately owned, our culture is shaped by autonomy, collaboration, agility and speed. And because we're continually sharpening our skills at the leading edge of technology, our future looks bright.
The core objectives and responsibilities include;
- Act as SME for the workforce planning team and ensuring SLAs are met
- Act as primary point of contact for client on performance to SLA's
- Recommend and propose additional work to internal stakeholders and client
- Work with L&D Manager on up-skill plans to ensure required skill mix
- Make recommendations and work with the wider business on improving efficiencies to ensure financial performance
- Liaising with clients and key stakeholders to produce call, handle time and staffing forecasts
- Working closely with Real Time Management to ensure that KPIs/SLAs are met
- Produce long term capacity plans to ensure appropriate staffing across multiple queues
- Scheduling functions to meet the resourcing needs of our clients
- Ensure schedules match requirements for each interval
- Act as SME on planning and telephony systems such as Genesys, Aspect, IEX, Interactive Intelligence and Cisco
- Modelling of staffing scenarios to deliver efficiency gains
- Produce reports to analyse trends and provide feedback to Operations team
Your skills and experience will include;
- High volume, multi-skilled, multi-channel contact centre environment
- Driving excellence in contact centre SLAs
- Understanding of workforce planning methodologies
- Strong Leadership skills and the ability to encourage high performance
- High level knowledge of planning and telephony systems such as Genesys, Aspect, IEX, Interactive Intelligence and Cisco
- Consulting to internal or external clients.
At Datacom Connect, we know how to recognise the work you do and offer fantastic leadership programs and development opportunities. We also offer flexible working arrangements, a corporate wellness program and provide you with the technology to enable you to work efficiently.
Our future looks bright now. And so can yours. If you're ready to make a move, we're ready to talk.
Please send your application to Georgia Browning, Recruitment Manager by clicking APPLY NOW, alternatively for more information please call 9023 5136.