Job Description
Reporting to the Business Operations Manager you will be responsible for delivering workforce planning/forecasting, whilst also providing hands-on support through the accurate and effective rostering accommodating a 24/7 service.
As the Workforce Planner, you will undertake a range of operational rostering activities, workforce planning initiatives, data analysis and reports to ensure that workforce outcomes are achieved or that workforce challenges are addressed by the people responsible. You will be expected to have a high level of knowledge and skills in the use of the human capital management system and processes and will be expected to exercise initiative and judgment where practices and direction are not clearly defined.
You will:
- Keep track of workflows and schedules to meet the organisation's needs.
- Monitor staffing levels to ensure they match the budget and service requirements, and provide advice on recruitment needs, both planned and unexpected, while working with the leadership team and senior staff.
- Under the Service Centre Manager's guidance, use your knowledge of policies, laws, and agreements to advise internal teams on rostering rules.
- Create and manage employee schedules to balance staffing efficiency with employee satisfaction, considering individual hours and service demands.
- Analyse call patterns and changes in laws or agreements to offer advice and help managers create effective rotating rosters.
- Make sure all rosters follow industrial regulations.
- Manage rosters while accounting for training, leave, and skills coverage.
- Prepare reports on scheduling trends to support continuous improvement and business decisions.
You will have:
- Significant experience in staff planning, scheduling, and real-time resource management ideally within a contact centre 24/7 environment
- Excellent time management, prioritisation and organisational skills
- Proven experience in workforce planning/forecasting as well as effective rostering
- Experience in real time analysis and data analysis gained within a contact Centre Environment
- Well-developed problem-solving skills to be adaptable and manage scheduling changes and challenges as they arise with key partners across the organisation
- Strong knowledge of legislation and regulations including award and agreement interpretation
- Demonstrated experience in using Human Resources information systems (HRIS) or Roster tools
- Excellent communication, interpersonal and negotiation skills and the capacity to work effectively independently as well as part of a team
- Demonstrated experience in working collaboratively with a broad range of stakeholders
- High level of attention to detail
- Strong skill set of Microsoft Office
- A current Working with Children Check
- Willingness to undergo a National Police Check
Highly Regarded
- Experience in Human Force
- Understanding of the SCHADS award
How to apply:
If you are an experienced Workforce Planner, we want to hear from you today!
For any queries regarding the position or application process, contact Sarah on (03) 9087 1020
TRADEWIND AUSTRALIA AND THE ORGANISATIONS WE REPRESENT ARE PROUD TO BE EQUAL OPPORTUNITIES EMPLOYERS.
We welcome applications from people who reflect the diversity of the organisations we partner with, and the people they support. We encourage people of Aboriginal and Torres Strait Islander background and people with disability and lived experience to apply.
