Workforce Planning Lead: Data-Driven, 100+ FTE

efm Logistics Pty Ltd; Melbourne; Presencial; AUD 130 000 - 170 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Free parking and onsite café

Modern office space and technology

Regular professional development

Company functions and team building

Volunteer with charities (2 charities)

Resumo da oferta

efm Logistics Pty Ltd in Melbourne is seeking a seasoned Workforce Planning Manager to own forecasting, rostering and real-time management for our 100+‑strong Customer Service function. You will partner with Customer Service leadership to drive efficiency, ensure coverage and deliver service levels.

You'll lead a small team, optimise processes and systems, and implement continuous improvement across forecasting, scheduling and data reporting while aligning capacity with business needs.

Qualificações

• At least 5 years' experience in workforce planning or workforce management within a contact centre or high-volume customer service environment.
• At least 2 years' experience leading and developing a team.
• Demonstrated experience forecasting, scheduling and managing capacity for 100+ FTE across multiple channels.
• Hands-on experience with workforce management platforms such as NICE, Verint, Genesys Cloud WFM, Calabrio or similar.
• Strong analytical skills, advanced Excel capability and experience developing workforce reports, dashboards and performance insights.
• A sound understanding of Australian rostering requirements, including Modern Awards, Enterprise Agreements and Fair Work obligations.
• Experience managing complex rosters, fluctuating workloads, leave coverage and workforce utilisation.
• A proven track record of improving processes, optimising systems and using data to drive operational performance.
• Strong communication and stakeholder management skills, with the ability to balance strategic planning with practical, day-to-day operational needs.
• A tertiary qualification in Business, Analytics, Operations Research or a related discipline will be highly regarded.

Responsabilidades

• Develop and maintain short-, medium-, and long-term workforce forecasts using historical trends, customer demand, seasonality and business requirements.
• Translate forecasts into staffing requirements, capacity plans and headcount projections to ensure appropriate coverage across a workforce of 100+ employees.
• Design and manage complex, multi-skilled rosters across customer portfolios, including extended operating hours, public holidays, peak periods and customer-specific requirements.
• Monitor real-time call, email and case volumes, adjusting staffing and workload distribution to maintain service levels and manage unexpected demand.
• Manage planned and unplanned leave, absenteeism, schedule adherence and resource allocation to optimise workforce coverage and productivity.
• Oversee workforce management systems, reporting and data integrity, working with Technology and Customer Excellence to improve system configuration, automation and efficiency.
• Analyse workforce performance, including forecast accuracy, utilisation, productivity, service levels and cost-to-serve, providing insights and recommendations to senior leadership.
• Identify and implement continuous improvement initiatives across forecasting, scheduling, workforce processes and technology.
• Partner with Customer Service, People & Performance, Finance, IT and other stakeholders to align workforce planning with operational and customer requirements.
• Lead, coach and develop a small team of workforce planning analysts and schedulers, building capability and driving accountability.

Conhecimentos

Forecasting

Capacity planning

Rostering

Team leadership

WFM systems

Excel

Data analysis

Stakeholder management

Multichannel support

Process improvement

Formação académica

Tertiary qualification in Business/Analytics/Operations Research

Ferramentas

NICE

Verint

Genesys Cloud WFM

Calabrio

Descrição da oferta de emprego

efm Logistics Pty Ltd in Melbourne is seeking a seasoned Workforce Planning Manager to own forecasting, rostering and real-time management for our 100+‑strong Customer Service function. You will partner with Customer Service leadership to drive efficiency, ensure coverage and deliver service levels.

You'll lead a small team, optimise processes and systems, and implement continuous improvement across forecasting, scheduling and data reporting while aligning capacity with business needs.