Workforce Planner

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

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 HereJust some of the reasons you'll love working here include: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 OnReporting 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 environmentStrong knowledge of workforce management systems and planning principlesExperience developing and maintaining workforce forecasting modelsA sound understanding of contact centre operations, service levels and performance metricsStrong analytical and reporting skills, with the ability to turn data into actionable insightsThe things we live byCMC 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, apply with your up-to-date CV and we’ll consider you for this role and any other suitable opportunities across the business.We look forward to hearing from you!Please be vigilant when applying for jobs online. CMC Markets will never request personal identification details, such as Date of Birth or Tax File Number prior to an offer being made. If your initial application is successful, regardless of whether you've applied directly or through an approved recruiter, you will always liaise with a representative from CMC's Talent Acquisition team. We will only discuss a role you have formally applied for via phone or email (CMC Markets email address); and never via Facebook or Telegram.