Strategic Workforce Planner – Fintech CX

CMC Singapore; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

CMC Markets in Sydney, Australia is seeking an experienced Workforce Planner to join our Client Services team. You will own workforce forecasting, scheduling and real-time performance across voice, chat, email, and case management channels, ensuring teams are staffed to deliver timely, high-quality service.

The role requires 2–3 years in workforce forecasting or scheduling, strong knowledge of workforce management principles, and proven ability to turn data into actionable insights.

Qualifications

• 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.
• Understanding of contact centre operations, service levels and performance metrics.

Responsibilities

• Own workforce forecasting, scheduling and capacity planning across multiple channels (voice, chat, email, case management).
• Produce and maintain accurate forecasts and rosters to meet service levels.
• Collaborate with Client Services leaders and Tech teams to identify risks and drive improvements.

Skills

Forecasting

Scheduling

WFM systems

Data analysis

Stakeholder comms

Tools

WFM software

Job description

CMC Markets in Sydney, Australia is seeking an experienced Workforce Planner to join our Client Services team. You will own workforce forecasting, scheduling and real-time performance across voice, chat, email, and case management channels, ensuring teams are staffed to deliver timely, high-quality service.

The role requires 2–3 years in workforce forecasting or scheduling, strong knowledge of workforce management principles, and proven ability to turn data into actionable insights.