Customer Support Workforce Planner
Core
Forecast staffing levels, create and manage rosters, and monitor real-time workforce performance to align customer support operations with demand.
Role type
Workforce Planner (Customer Support)
Builds
Staffing forecasts, optimized rosters, and real-time workforce management reports
Domain
Customer Support / Contact Centre Operations
Required skills
Workforce forecasting, roster management, real-time workforce management, Genesys Cloud WEM, Enterprise Agreement interpretation, advanced Excel, data analysis
Preferred skills
Local Government experience, customer service workforce planning, workforce optimisation, continuous improvement
Technologies
Genesys Cloud WEM, Microsoft Excel
Responsibilities
Develop workforce forecasts, create and manage rosters, monitor staffing levels, conduct capacity planning, identify workforce trends, produce reports, support compliance, collaborate with operational leaders, contribute to process improvement
Seniority
Mid-level, hands-on IC
