Workforce Planner

CMC Markets Stockbroking Limited; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Five extra annual leave days

Birthday leave

Charity day

Staff trading accounts

L&D training

Benefits hub

Job summary

CMC Markets is seeking an experienced Workforce Planner for its Client Services ANZ team in Sydney. You will own workforce forecasting, scheduling and real-time performance across voice, chat, messaging, email and case management channels to deliver exceptional customer experiences.

You’ll be analytical, highly organised and skilled at turning data into actionable insights, collaborating with stakeholders to optimize capacity and service levels while improving systems and reporting accuracy.

Qualifications

• At least 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.
• 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

• Report to the Head of Client Services ANZ and ensure the right people with the right skills are available to support clients.
• Manage workforce forecasts, rosters and capacity planning across voice, chat, messaging, email and case management channels.
• Collaborate with Client Services leaders and Technology teams to identify risks and support informed workforce decisions.
• Oversee workforce planning technology to improve system functionality and reporting accuracy.

Skills

Workforce forecasting

Scheduling

Data analysis

Stakeholder management

Tools

Workforce management systems

Job description

If you also believe that everyone should be able to achieve their financial potential, then you'll love contributing to CMC Markets' company vision of providing the ultimate trading experience. Seize the opportunity to progress your career in the fintech industry by joining a global leader in CFD trading and share investing. Grow yourself personally and professionally with a company that's growing with you, through global expansion and product offering. We're looking for an experienced and analytical Workforce Planner to join our Client Services team and play an important role in shaping how we deliver exceptional customer experiences. You'll take ownership of workforce forecasting, scheduling and real-time performance across multiple service channels, ensuring our people are supported and our clients receive timely, high-quality service. If you enjoy turning data into meaningful insights, improving processes and influencing operational decisions, this is an opportunity to make a real impact within a global fintech.

Why You'll Like Working Here

• Leave benefits: Accrue five additional annual leave entitlements each year called My Days, as well as five extra annual leave days once you pass 12 months.
• Enjoy your birthday off to spend time with family and friends, on us!
• Utilise a free annual charity day to give back to your community.
• $0 Trades: Staff and family trading accounts with CMC Markets Invest have access to $0 trades for domestic and international equity orders.
• Continuous learning: Our L&D offering covers both technical and performance training, helping you continue developing your skills.
• Benefits and wellbeing: Enjoy unlimited access to our dedicated benefits and wellbeing hub, including retailer discounts and resources to support your physical and mental wellbeing.
• Collaboration: We believe great things happen when smart people work together, which is why we work five days in the office.
• Office perks: Enjoy complimentary breakfast cereals and coffee, along with Culture Club activities including fitness, social events, classes, trivia and more.

What You'll Be Working On

Reporting to the Head of Client Services ANZ, you'll play a key role in ensuring we have the right people, with the right skills, available at the right time to support our clients. You'll manage workforce forecasts, rosters and capacity planning across voice, chat, messaging, email and case management channels. Working closely with Client Services leaders and Technology teams, you'll use data and operational insights to identify risks, recommend improvements and support informed workforce decisions. You'll also take responsibility for our workforce planning technology, helping improve system functionality, reporting accuracy and operational efficiency.

What Will Make You Successful?

You'll thrive in this role if you're analytical, highly organised and enjoy solving complex operational challenges. You're someone who can see the bigger picture while keeping a close eye on the details, using data to anticipate challenges and recommend practical solutions. You'll be confident working with stakeholders, comfortable making decisions in a fast-paced environment and motivated by finding smarter ways to improve performance.

You'll also bring:

• At least 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
• 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

The things we live by

CMC Markets is powered by our people. We are an equal opportunities employer and are committed to creating a diverse and inclusive workplace, where our people feel confident to be themselves, feel valued and are able to do their best work. We don’t just value differences and unique perspectives, we seek them out and we invite them in, because we know it will lead to better outcomes for everyone. We’re always on the lookout for great people, so even if you don’t feel you are a 100% fit,