Strategic Workforce Planner - FinTech Client Services

CMC Markets NZ Ltd; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

CMC Markets NZ Ltd is seeking an experienced Workforce Planner to join our Client Services team. You’ll own workforce forecasts, rosters and real-time performance across multiple service channels to ensure we deliver timely, high-quality service.

Reporting to the Head of Client Services ANZ, you’ll translate data into insights, identify risks and partner with Technology to improve scheduling tools and reporting, while maintaining an inclusive, high-performing team.

Qualifications

• 2–3 years' experience in workforce forecasting, planning or scheduling.
• Strong knowledge of workforce management systems and planning principles.
• Experience developing and maintaining workforce forecasting models.
• Understanding of contact centre operations, service levels and performance metrics.
• Strong analytical and reporting skills, turning data into insights.

Responsibilities

• Forecast, roster and capacity planning across channels (voice, chat, email, case management).
• Manage forecasts, rosters and capacity to support clients.
• Collaborate with Client Services and Technology teams to improve systems and reporting.

Skills

Workforce forecasting

Scheduling

Data analysis

Tools

Workforce management systems

Job description

CMC Markets NZ Ltd is seeking an experienced Workforce Planner to join our Client Services team. You’ll own workforce forecasts, rosters and real-time performance across multiple service channels to ensure we deliver timely, high-quality service.

Reporting to the Head of Client Services ANZ, you’ll translate data into insights, identify risks and partner with Technology to improve scheduling tools and reporting, while maintaining an inclusive, high-performing team.