Senior Workforce Planning & Analytics Lead

efm Logistics; Victoria; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Professional development

Company functions and team building

Free parking and onsite café

Healthy work culture and growth

Charity volunteering and communityeng

Job summary

efm Logistics is looking for an experienced Workforce Planning Manager to own workforce planning for our high-volume Customer Service function in Australia. This hands-on leadership role involves forecasting, capacity planning, rostering and real-time management to ensure demand is met and service levels are achieved.

You will drive efficiency, improve productivity, and align people, systems and resources with business needs while leading a small team of analysts and schedulers.

Qualifications

• 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 WFM platforms such as NICE, Verint, Genesys Cloud WFM, Calabrio or similar.
• Strong analytical skills, advanced Excel capability and experience developing workforce reports and dashboards.

Responsibilities

• Develop and maintain short-, medium- and long-term forecasts using historical trends, demand and business requirements.
• Translate forecasts into staffing requirements and headcount projections for 100+ employees.
• Design and manage complex, multi-skilled rosters including extended hours and holidays.
• Monitor real-time volumes and adjust staffing to maintain service levels.
• Manage leave, absenteeism, schedule adherence and resource allocation.
• Oversee workforce management systems, reporting and data integrity with IT and operations.
• Analyse performance metrics and provide insights to senior leadership.
• Identify and implement continuous improvement in forecasting, scheduling and technology.
• Collaborate with Customer Service, People & Performance, Finance and IT to align planning with needs.
• Lead and develop a small team of analysts and schedulers.

Job description

efm Logistics is looking for an experienced Workforce Planning Manager to own workforce planning for our high-volume Customer Service function in Australia. This hands-on leadership role involves forecasting, capacity planning, rostering and real-time management to ensure demand is met and service levels are achieved.

You will drive efficiency, improve productivity, and align people, systems and resources with business needs while leading a small team of analysts and schedulers.