Senior Workforce Planning & Analytics Lead

efm; Melbourne; Presencial; AUD 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Professional development

Dynamic culture

Industry leader

Modern office

Free parking

Company functions

Charity volunteering

Descripción de la vacante

efm Logistics in Melbourne seeks an experienced Workforce Planning Manager to own forecasting, capacity planning, rostering and real-time workforce management for our Customer Service function. You will lead a small team to optimise coverage, performance and cost-to-serve across 100+ staff in a high-volume environment.

You will collaborate with Customer Service leadership and IT to improve processes, reporting and system configuration, ensuring aligned resources with business needs and service

Formación

• 5+ years' experience in workforce planning or workforce management within a contact centre or high-volume customer service environment.
• 2+ years' experience leading and developing a team.
• Forecasting, scheduling and capacity management for 100+ FTE across multiple channels.
• Hands-on experience with workforce management platforms such as NICE, Verint, Genesys Cloud WFM, Calabrio or similar.
• Strong analytical skills and advanced Excel capability; able to develop workforce reports and dashboards.
• Understanding of Australian rostering requirements, Modern Awards, Enterprise Agreements and Fair Work obligations.
• Proven track record of improving processes, optimising systems and using data to drive performance.
• Excellent communication and stakeholder management; capable of balancing strategic and operational needs.
• Tertiary qualification in Business, Analytics, Operations Research or related discipline (highly regarded).

Responsabilidades

• Develop and maintain short-, medium-, and long-term workforce forecasts using trends and demand.
• Translate forecasts into staffing requirements and headcount projections for 100+ employees.
• Design and manage multi-skilled rosters, including extended hours and holidays.
• Monitor volumes and adjust staffing to maintain service levels and manage spikes.
• Manage leave, absenteeism, and schedule adherence to optimise coverage.
• Oversee WFM systems, reporting and data integrity; drive automation and efficiency.
• Analyse workforce performance and provide insights to senior leadership.
• Lead and develop a small team of workforce planning analysts and schedulers.

Descripción del empleo

efm Logistics in Melbourne seeks an experienced Workforce Planning Manager to own forecasting, capacity planning, rostering and real-time workforce management for our Customer Service function. You will lead a small team to optimise coverage, performance and cost-to-serve across 100+ staff in a high-volume environment.

You will collaborate with Customer Service leadership and IT to improve processes, reporting and system configuration, ensuring aligned resources with business needs and service