Fintech Workforce Planner — Forecasting & Scheduling

CMC Markets Middle East; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Five additional annual leave entitle m

$0 Trades for staff and family

Continuous learning and development

Benefits and wellbeing hub

Five days in the office

Office perks: breakfast cereals and CO

Job summary

CMC Markets is seeking an experienced Workforce Planner to join our Client Services team in Sydney. You will own forecasting, scheduling and real-time performance across multiple service channels to ensure high-quality customer experiences.

You will partner with leaders and technology teams to turn data into insights, improve processes and support strategic workforce decisions in a fast-paced fintech environment.

Qualifications

• 2-3 years' experience in workforce forecasting, planning or scheduling (contact centre preferred).
• Strong knowledge of workforce management systems and planning principles.
• Ability to turn data into actionable insights and reporting.
• Understanding of service levels and performance metrics.

Responsibilities

• Manage workforce forecasts, rosters and capacity planning across voice, chat, messaging, email and case management channels.
• Identify risks, recommend improvements and support informed workforce decisions using data and operational insights.

Skills

Workforce forecasting

Scheduling

Workforce management systems

Forecasting models

Contact centre operations

Job description

CMC Markets is seeking an experienced Workforce Planner to join our Client Services team in Sydney. You will own forecasting, scheduling and real-time performance across multiple service channels to ensure high-quality customer experiences.

You will partner with leaders and technology teams to turn data into insights, improve processes and support strategic workforce decisions in a fast-paced fintech environment.