Workforce Planning Analyst - Data-Driven Scheduling Lead

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

Benefits offered by this job

Leave benefits

$0 Trades

Continuous learning

Benefits and wellbeing hub

Office five days a week

Breakfast cereals and coffee

Job summary

CMC Markets is seeking an experienced and analytical Workforce Planner to join our Client Services team and shape how we deliver exceptional customer experiences. You'll own workforce forecasting, scheduling and real-time performance across multiple service channels, ensuring our people are supported and our clients receive timely, high-quality service.

Reporting to the Head of Client Services ANZ, you'll work with Client Services and Technology teams to turn data into insights, identify risks,

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

• 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, recommend improvements and support informed workforce decisions
• Take responsibility for workforce planning technology, improving system functionality and reporting accuracy
• Turn data into meaningful insights to drive performance and operational efficiency

Skills

Analytical

Forecasting

Scheduling

Data analysis

Tools

Workforce management software

Forecasting models

Job description

CMC Markets is seeking an experienced and analytical Workforce Planner to join our Client Services team and shape how we deliver exceptional customer experiences. You'll own workforce forecasting, scheduling and real-time performance across multiple service channels, ensuring our people are supported and our clients receive timely, high-quality service.

Reporting to the Head of Client Services ANZ, you'll work with Client Services and Technology teams to turn data into insights, identify risks,