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Workforce Planning Analyst

Role Summary:

Seeking a Workforce Planning Analyst skilled in workforce planning, forecasting activities, data insights and dash-boarding | 6 months plus contract | Flexible WFH model.

Key Responsibilities:

• Solid understanding of workforce planning software's (e.g., Call design Aspect, SAP or Genesys etc.) and assist with implementation and testing.
• Implement workforce planning solutions that ensure the right tension and flex is in place to meeting the dynamic operating models of each service line.
• Manage forecasted resources against customer demand.
• Undertake end to end analysis to ensure that resource model metrics (AHT, shrinkage, demand volumes etc).
• Working with the Service line Senior Managers and advising them on operational decision-making through insights that drive better performance.

Experience and Skills:

• Tertiary qualifications in a relevant discipline or relevant industry experience
• Experience in work forecast modelling, data insights and dash-boarding along with strong demonstrated
• experience in capacity planning, real-time analytics or work force planning

• The successful candidate will liaise with the IT team (Architects, SMEs, etc) on a daily basis to support the progress of the integration and implementation of the software.

• Understand of the design, implementation and roll out phases

• The vendor has not yet been chosen so they will require a good understanding of various workforce planning software

• Once implemented the candidate will manage forecasting and customer demand reports over two week periods.

• Strategy to AHT (average handle time) shrinkage

If this sounds like you, please hit apply and submit your application ASAP. Closing date: 15-06-2021.

Pushkar Sharma

Candidate Manager

Let's Connect

https://www.linkedin.com/in/pushkarsharma09/

+61 2 9249 8023

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Aboriginal and Torres Strait Islander people are encouraged to apply.

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