Strategic Workforce Planner - Multi-Channel Ops

City of Gold Coast; Gold Coast City; Hybrid; AUD 80,000 - 110,000; Full time

Benefits offered by this job

9-day fortnight

Hybrid/work from home

Fitness Passport

Counselling sessions

Professional development

Flexible hours

Job summary

City of Gold Coast seeks an experienced Workforce Planner to forecast demand, develop optimised staff schedules and ensure appropriate coverage across multi-channel contact points.

You will monitor performance, identify workforce risks, and balance customer needs with efficiency. The role involves real-time management, leave planning, and contributing to continuous improvement in resourcing and training.

Qualifications

• Experience in workforce planning, scheduling or resource planning in an operational environment.
• Experience in a contact centre or multi-channel environment.
• Experience with workforce management systems.
• Knowledge of forecasting, scheduling, real-time management, adherence, and leave planning.

Responsibilities

• Develop and publish accurate workforce forecasts and staff schedules to ensure optimal coverage across multiple channels.
• Monitor real-time data, identify risks, and minimise service impacts to maintain performance.
• Allocate resources across channels to meet service level targets and optimize customer interactions.
• Develop and maintain workforce plans including resourcing, leave and training for stability and sustainability.
• Analyse performance data to support improvements and informed decision-making.

Skills

Workforce planning

Staff scheduling

Resource allocation

Data analysis

Cross-team collaboration

Tools

Genesys

Excel

Power BI

Job description

City of Gold Coast seeks an experienced Workforce Planner to forecast demand, develop optimised staff schedules and ensure appropriate coverage across multi-channel contact points.

You will monitor performance, identify workforce risks, and balance customer needs with efficiency. The role involves real-time management, leave planning, and contributing to continuous improvement in resourcing and training.