Workforce Planning & Rostering Specialist
Core
Strategic review of current rostering and workforce planning practices to identify improvements in efficiency, coverage, and service delivery for a helpline service.
Role type
Contract workforce planning and rostering specialist
Builds
Practical recommendations and an implementation roadmap for rostering optimization
Domain
Helpline services / Contact centre operations
Deliverable
dashboards & analysis
Required skills
Workforce planning, forecasting, capacity planning, rostering, shift coverage analysis, compliance risk assessment, stakeholder engagement
Preferred skills
24/7 operating environment experience, rostering system reviews or implementations, contact centre/helpline background
Technologies
Rostering systems
Responsibilities
Review current rostering model, shift rotations, and service coverage; Assess contracted hours against rostered and actual hours; Identify inefficiencies, duplication, gaps, and compliance risks; Evaluate workforce planning and scheduling processes; Assess alternative workforce management systems; Develop recommendations and implementation roadmap