Workforce Management Coordinator

Serco; Sydney; Hybrid; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Career development and ongoing学习

Supportive leaders and collaborative 팀

Wellbeing benefits

Opportunities to contribute to meaning

Diverse and inclusive workplace

Long-term career opportunities

Job summary

Serco is seeking a WFM Coordinator to translate workforce requirements into compliant rosters, coordinate scheduling, attendance and employee data, and provide timely workforce insights to leaders for optimal coverage.

You will support end-to-end roster maintenance, audit rosters against demand, and collaborate with Payroll and Operations to resolve queries and maintain data integrity.

Qualifications

• Experience in workforce planning and scheduling.
• Ability to analyse and interpret data accurately.
• Strong planning and organisational skills with stakeholder engagement capability.
• Advanced knowledge of workforce planning software and CRM systems.

Responsibilities

• Complete end-to-end roster maintenance and ensure rosters comply with instruments.
• Build, publish, manage and audit rosters and baseline demand.
• Coordinate roster backfill and optimise shifts for service delivery.
• Ensure attendance data is accurate and manage attendance enquiries.
• Manage and audit employee profile data and access in the WFM system.
• Support WFM system upgrades and system audits.
• Provide stakeholders with data-driven recommendations for workforce planning.
• Monitor roster performance and identify weaknesses in real time.
• Maintain data integrity and quality in WFM data.
• Provide admin support to the Contract Manager and wider team.

Skills

Workforce planning

Data analysis

Stakeholder engagement

Planning and organisation

Tools

Workforce management software

CRM systems

Microsoft Office

Job description

• Working either 8:00am - 4:00pm or 10:00am - 6:00pm, working one Sunday a fortnight (Sunday will be working from home)

Start date will be Monday 13th January. 18th January - 22nd January will require travel to Adelaide for training

Serco is a place where you can grow

Your impact makes a meaningful difference, and we're committed to supporting your professional and personal goals.

You'll also have access to benefits designed to support your wellbeing and growth, including:

• Career development and ongoing learning opportunities
• Supportive leaders and a collaborative team culture
• Benefits to support your wellbeing
• Opportunities to contribute to meaningful services
• A diverse and inclusive workplace where everyone matters
• Long-term career opportunities within a government-backed contract

Make an impact at Serco

As a WFM Coordinator at Serco, you'll support effective service delivery by translating workforce requirements into accurate, compliant and cost-effective rosters. You'll coordinate scheduling, attendance and employee data, respond to operational changes, and provide timely workforce insights to help leaders maintain coverage, optimise workforce utilisation and meet employee, contractual and business requirements. You'll also maintain the integrity of workforce management information and act as a key liaison between Payroll and Operations for enquiries relating to employee hours worked.

As a WFM Coordinator, you'll make a positive impact by:

• Completing end-to-end roster maintenance and ensuring published rosters comply with relevant employment and industrial instruments
• Building, publishing, managing and auditing rosters and baseline demand in accordance with the workforce plan
• Coordinating roster backfill and optimising shifts to meet service delivery requirements
• Ensuring employee attendance data is complete and accurate and managing attendance enquiries
• Managing and auditing employee profile data and user access within the workforce management system
• Supporting workforce management system upgrades, user acceptance testing and system audits
• Providing stakeholders with accurate analysis and evidence-based recommendations to improve workforce planning
• Monitoring roster performance in real time and proactively identifying potential and emerging weaknesses in workforce rosters
• Maintaining high standards of workforce management data integrity and quality
• Providing administrative and coordination support to the Contract Manager and wider team as required

Serco is a place for you

You could be a great fit if you have:

• Sound knowledge of business operations, including productivity KPIs, service levels and the interdependencies between quality, productivity, payroll and invoicing
• Advanced knowledge of workforce planning, workforce planning software, associated hardware and CRM systems
• Demonstrated competence in workforce management methodologies
• Strong planning and organisational skills with effective stakeholder engagement capability
• Demonstrated ability to analyse and interpret data accurately
• Experience in workforce planning and scheduling, including managing complex forecasting algorithms across multiple contact channels and stakeholder groups
• Well-developed technical capability across Microsoft Office applications and relevant technologies

In joining us, you'll be part of a highly supportive culture with trusted leaders who will help you achieve your goals. Here, you'll appreciate a flexible approach to work-life while contributing to effective workforce planning, service delivery and operational performance.

Are you ready to do important work that really matters?

At Serco, we bring together the right people, the right technology, and the right partners to create impactful solutions that address some of the world's most urgent and complex challenges.

We focus on serving governments all over the globe. The work we do has touched the lives of millions in Australia and New Zealand and offers unique opportunities to leverage your skills across our core capabilities in Health, Defence, Maritime, Justice, Immigration, and Community Services.

We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGBTIQ+, veterans and people with disability.

By joining Serco you'll have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.