Fintech Workforce Planner: Forecasting & Scheduling

CMC Markets ANZ; Willoughby; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Five extra annual leave days

Zero-trades program

Learning and development

Benefits and wellbeing hub

Office perks and social events

Job summary

CMC Markets ANZ is seeking an experienced Workforce Planner to join our Client Services team. You'll own forecasts, rosters and real-time performance across multiple service channels to ensure our people are supported and clients receive timely, high-quality service.

You will analyse data to identify risks, drive improvements and partner with technology to optimise planning tools and reporting. This role suits someone who is highly analytical, organized and comfortable making data-driven

Qualifications

• 2–3 years' experience in workforce forecasting, planning or scheduling.
• Strong knowledge of workforce management systems and planning principles.
• Experience developing and maintaining workforce forecasting models.
• Understanding of contact centre operations, service levels and performance metrics.
• Strong analytical and reporting skills; ability to turn data into insights.

Responsibilities

• Manage workforce forecasts, rosters and capacity planning across voice, chat, messaging, email and case management.
• Collaborate with Client Services and Technology to identify risks and implement improvements.
• Own and enhance workforce planning technology, reporting accuracy and efficiency.
• Provide data-driven insights to inform operational decisions.

Skills

Workforce forecasting

Workforce planning

Scheduling

Workforce management systems

Forecasting models

Contact centre operations

Analytical skills

Reporting skills

Job description

CMC Markets ANZ is seeking an experienced Workforce Planner to join our Client Services team. You'll own forecasts, rosters and real-time performance across multiple service channels to ensure our people are supported and clients receive timely, high-quality service.

You will analyse data to identify risks, drive improvements and partner with technology to optimise planning tools and reporting. This role suits someone who is highly analytical, organized and comfortable making data-driven