We currently have an opportunity for a Workforce Planner to join our team. This position will support the key delivery of workforce management practices across the Downer Contact Centres, namely team schedules, real time management, and reporting.

Demonstrated experience in Workforce Planning.COPC Accreditation/Training (desirable)Experience working with Contact Centre Workforce Management Systems and telephony platforms (calabrio, touchpoint) preferred.Demonstrated understanding of all workforce planning principles.Experience working in a National and 24/7 Contact Centre operations desirable.Experience working for a BPO/outsourcer desirable.Strong analytical, planning and time management skills with the ability to prioritise multiple tasks, working to challenging deadlines with good attention to detail.Possess excellent people skills and the ability to consider all views regarding Scheduling, RTM, and other Workforce Planning Practices.

 

More than anything, you’ll have a strong work ethic, a positive attitude, and a drive to provide high quality outcomes for the Social Infrastructure and Citizen Services business unit and our clients. 

 

Why work for us?

Working for the Social Infrastructure and Citizen Services business unit, means being part of something new and exciting.  With a bright future ahead of us, you find purpose here and have the opportunity to directly impact and contribute positively to our future. You’ll also find a range of benefits available such as:

 

Training and development to support your career. Internal career opportunities across the Downer Group business Affordable healthcare covers, discounted car purchase and rental (with selected brands), and other retail discounts.An Employee Assistance Program providing access to professionals to support you (and your family) to achieve your personal or professional goals through wellbeing coaching, counselling, financial advice, legal advice and more.

 

This exciting role offers you the opportunity to work in a dynamic environment with a highly successful organisation. If you are passionate about what you do and motivated to succeed, then apply now.

 

Downer Group is an employer that acknowledges and embraces the importance of our people's diverse experiences, talents, and cultures. As an inclusive employer, we welcome applications from everyone. 

The role has a broad remit, with key responsibilities outlined below:

Creation of Consultant schedules via the Calabrio & MS Teams system, which includes -Consultant input; staff preferences, rotations, weekend work etc.Coordination of staff engagement initiatives (meeting, one to one’s, training etc)Ensures all skills are covered 24/7 roster.Ensures roster builds and releases are in accordance with the Clerk award requirements.Manages daily shrinkages, exceptions, break changes etc.Recognise scheduling or demand challenges and escalate/make recommendations, as necessary.Communicate to ensure key stakeholders are aware of emerging challenges and opportunities taken to address these.Maintenance/management of all Contact Centre Platforms (Calabrio, Enghouse System & Noojee)Monitors inbound volume, queues and KPI performance in accordance with our contractual obligations.Monitors adherence to consultant focused on optimising the balance of employee engagement and contact centre performance.Manage calendar of events relevant to all S&I contracts.Support Team list and Skill set Matrix (Team, queues, skillsets, entries, exits)Maintain WFP processes i.e. shift swap, annual leave, make take.Responsible for the training and on-boarding of Workforce Planning Practices (rosters, systems, WFP practices) across the Contact Centre/s.