Strategic Workforce Planner - Fintech Customer Ops

CMC Markets; Willoughby; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

My Days leave

Birthday off

$0 trades for equities

Learning & development

Wellbeing hub

Office five days in the office

Job summary

CMC Markets is seeking an experienced Workforce Planner to join the Client Services team in ANZ. You will own workforce forecasting, scheduling and real-time performance across voice, chat, email and other channels, ensuring the right people with the right skills are available when clients need them.

Reporting to the Head of Client Services ANZ, you will partner with operations and technology to turn data into insights, identify risks and improve capacity planning.

Qualifications

• At least 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.
• 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

• Manage workforce forecasts, rosters and capacity planning across voice, chat, messaging, email and case management channels.
• Provide real-time performance insights to improve service levels and efficiency.
• Collaborate with Client Services leaders and Technology teams to identify risks and recommend improvements.
• Own and improve the workforce planning technology and reporting accuracy.

Skills

Analytical

Highly organized

Workforce management software

Tools

Workforce management systems

Job description

CMC Markets is seeking an experienced Workforce Planner to join the Client Services team in ANZ. You will own workforce forecasting, scheduling and real-time performance across voice, chat, email and other channels, ensuring the right people with the right skills are available when clients need them.

Reporting to the Head of Client Services ANZ, you will partner with operations and technology to turn data into insights, identify risks and improve capacity planning.