Hybrid Customer Support Forecasting Lead

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

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.