Hybrid Customer Support Workforce Strategist

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

Benefits offered by this job

Hybrid working arrangement

Onsite onboarding with up to 2 days Wf

Contract through to 30 January 2027

Job summary

Chandler Macleod Group in Nunawading (VIC) is seeking an experienced Customer Support Workforce Planner to join the busy Customer Operations team on a contract through to January 2027 with potential extension. The role focuses on forecasting, rostering, and real-time workforce management within a hybrid working arrangement.

You will analyse demand, optimise rosters, monitor staffing, and provide insights to leaders.

Qualifications

• Experience in a Workforce Planner, Workforce Management, Scheduling, or Workforce Analyst position.
• 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 Microsoft Excel capabilities.

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

Genesys Cloud WEM

Workforce forecasting

Roster management

Excel

Stakeholder engagement

Analytical skills

Tools

Genesys Cloud WEM

Job description

Chandler Macleod Group in Nunawading (VIC) is seeking an experienced Customer Support Workforce Planner to join the busy Customer Operations team on a contract through to January 2027 with potential extension. The role focuses on forecasting, rostering, and real-time workforce management within a hybrid working arrangement.

You will analyse demand, optimise rosters, monitor staffing, and provide insights to leaders.