Strategic Workforce Planner | Data-Driven Scheduling

CMC Singapore; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Five extra annual leave days

Birthday leave

Charity day

Staff trading accounts

L&D training

Benefits hub

Job summary

CMC Markets is seeking an experienced Workforce Planner for its Client Services ANZ team in Sydney. You will own workforce forecasting, scheduling and real-time performance across voice, chat, messaging, email and case management channels to deliver exceptional customer experiences.

You’ll be analytical, highly organised and skilled at turning data into actionable insights, collaborating with stakeholders to optimize capacity and service levels while improving systems and reporting accuracy.

Qualifications

• At least 2–3 years' experience in workforce forecasting, planning or scheduling, ideally within a contact centre environment.
• Strong knowledge of workforce management systems and planning principles.
• Experience developing and maintaining workforce forecasting models.
• A sound understanding of contact centre operations, service levels and performance metrics.
• Strong analytical and reporting skills, with the ability to turn data into actionable insights.

Responsibilities

• Report to the Head of Client Services ANZ and ensure the right people with the right skills are available to support clients.
• Manage workforce forecasts, rosters and capacity planning across voice, chat, messaging, email and case management channels.
• Collaborate with Client Services leaders and Technology teams to identify risks and support informed workforce decisions.
• Oversee workforce planning technology to improve system functionality and reporting accuracy.

Skills

Workforce forecasting

Scheduling

Data analysis

Stakeholder management

Tools

Workforce management systems

Job description

CMC Markets is seeking an experienced Workforce Planner for its Client Services ANZ team in Sydney. You will own workforce forecasting, scheduling and real-time performance across voice, chat, messaging, email and case management channels to deliver exceptional customer experiences.

You’ll be analytical, highly organised and skilled at turning data into actionable insights, collaborating with stakeholders to optimize capacity and service levels while improving systems and reporting accuracy.