Workforce Planning Manager
Core
Own workforce planning, forecasting, capacity planning, rostering, and real-time workforce management for a 100+ employee Customer Service function.
Role type
Senior IC workforce planning manager
Builds
Staffing plans, rosters, and workforce efficiency improvements for Customer Service teams
Domain
Logistics / Supply chain / Customer service operations
Required skills
workforce forecasting, capacity planning, rostering, real-time workforce management, workforce management systems, data analysis, stakeholder management, team leadership, Australian rostering compliance
Preferred skills
advanced Excel, process improvement, system automation
Technologies
NICE, Verint, Genesys Cloud WFM, Calabrio
Responsibilities
Develop and maintain short-, medium-, and long-term workforce forecasts; Translate forecasts into staffing requirements and headcount projections; Design and manage complex, multi-skilled rosters; Monitor real-time volumes and adjust staffing; Manage leave, absenteeism, and schedule adherence; Oversee WFM systems and reporting; Analyse workforce performance metrics; Identify and implement continuous improvement initiatives; Lead and develop a team of analysts and schedulers
Seniority
Senior, hands-on IC with team leadership
