Customer Support Workforce Planner

Chandler Macleod; Melbourne; Hybrid; AUD 83,000 - 88,000; Full time

Benefits offered by this job

Hybrid work

Onsite onboarding with partial WFH

Potential extension

Competitive pay

Job summary

Chandler Macleod in Melbourne is seeking an experienced Customer Support Workforce Planner to join our busy Customer Operations team. You will forecast, schedule, and optimise rosters, manage real-time workforce, and deliver analytics to improve service levels across operational demand and compliance.

The role requires strong experience with workforce forecasting, roster management, and enterprise agreements, with hands-on Genesys Cloud WEM and Excel.

Qualifications

• Experience in a Workforce Planner, Workforce Management, Scheduling, or Workforce Analyst position.
• Strong hands-on experience using Genesys Cloud WEM.
• Advanced Microsoft Excel capabilities.
• Proven capability across workforce forecasting, scheduling, roster management, and real-time workforce planning.
• Experience interpreting and applying Enterprise Agreements within workforce planning activities.
• Excellent analytical, stakeholder engagement and communication skills.

Responsibilities

• Develop and maintain workforce forecasts to support operational requirements.
• Create and manage rosters and schedules that balance customer demand and workforce availability.
• Monitor staffing levels and workforce performance through real-time management activities.
• Conduct workforce capacity planning and provide recommendations to support operational outcomes.
• Identify workforce trends, risks, and opportunities through analysis and reporting.
• Utilise Genesys Cloud WEM for forecasting, scheduling, and workforce management activities.
• Maintain workforce planning records, documentation, and system accuracy.
• Produce workforce reports, insights, and recommendations for leaders and key stakeholders.
• Support workforce compliance requirements, including Enterprise Agreement interpretation and application.
• Collaborate with operational leaders to ensure workforce requirements are effectively managed.
• Contribute to process improvement initiatives and workforce optimisation opportunities.

Skills

Workforce planning

Forecasting

Scheduling

Real-time analytics

Stakeholder engagement

Enterprise Agreements interpretation

Tools

Genesys Cloud WEM

Microsoft Excel

Job description

Customer Support Workforce Planner

Nunawading, VIC

$60-$64 per hour + Super

Contract through to January 2027 | Potential Extension

Hybrid Working Arrangement

About the Role

We are seeking an experienced Customer Support Workforce Planner to join a busy Customer Operations team and play a key role in workforce forecasting, scheduling, roster optimisation, and real-time workforce management. Working within a customer-focused environment, you will ensure staffing levels are effectively aligned to operational demand, service objectives, and compliance requirements. You will also provide workforce analytics, reporting, and operational support to drive continuous improvement and service excellence. This is an excellent opportunity for a workforce planning professional who enjoys balancing data-driven decision making with stakeholder engagement and operational problem solving.

Key Responsibilities

• Develop and maintain workforce forecasts to support operational requirements.
• Create and manage rosters and schedules that balance customer demand and workforce availability.
• Monitor staffing levels and workforce performance through real-time management activities.
• Conduct workforce capacity planning and provide recommendations to support operational outcomes.
• Identify workforce trends, risks, and opportunities through analysis and reporting.
• Utilise Genesys Cloud WEM for forecasting, scheduling, and workforce management activities.
• Maintain workforce planning records, documentation, and system accuracy.
• Produce workforce reports, insights, and recommendations for leaders and key stakeholders.
• Support workforce compliance requirements, including Enterprise Agreement interpretation and application.
• Collaborate with operational leaders to ensure workforce requirements are effectively managed.
• Contribute to process improvement initiatives and workforce optimisation opportunities.

About You

• Experience in a Workforce Planner, Workforce Management, Scheduling, or Workforce Analyst position.
• Strong hands-on experience using Genesys Cloud WEM.
• Proven capability across workforce forecasting, scheduling, roster management, and real-time workforce planning.
• Experience interpreting and applying Enterprise Agreements within workforce planning activities.
• Advanced analytical skills with the ability to translate data into actionable insights.
• Strong stakeholder engagement and communication skills.
• Excellent organisational skills and attention to detail.
• The ability to work independently while managing competing priorities.
• Advanced Microsoft Excel capabilities.

Highly Regarded

• Experience within Local Government.
• Workforce planning experience within customer service or contact centre environments.
• Knowledge of workforce optimisation and rostering best practices.
• Exposure to continuous improvement initiatives.

What's on Offer

• Competitive hourly rate of $60-$64 per hour + Super
• Contract through to 30 January 2027
• Based in Nunawading with a hybrid working arrangement
• Initial onboarding period onsite, followed by up to 2 days working from home
• Opportunity to join a supportive and collaborative Customer Operations team
• Long-term assignment with potential for extensionHigh-impact role supporting workforce performance and service delivery outcomes

If you have a strong workforce planning background and experience working with Genesys Cloud WEM, we'd love to hear from you.

Only shortlisted candidates will be contacted.

At Chandler Macleod, we are committed to fostering a diverse workforce where everyone is welcome.

We encourage applications from Aboriginal and Torres Strait Islander peoples, women, neurodiverse, people living with a disability and the LGBTIQA+ community.

You can read more about our commitment to diversity and inclusion at https://www.chandlermacleod.com/diversity-and-inclusion.