Workforce Management Analyst

Location

Australia

Posted

1 day ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

Workforce Management Analyst

Scoop

Role Description We are seeking an experienced Workforce Management Analyst to play a critical role in ensuring the effective staffing and operational performance of our clinical and helpline services. This role is responsible for the end-to-end delivery of workforce management activities, including: - Forecasting - Capacity planning - Scheduling - Intraday workforce management - Reporting - Workforce optimisation Working closely with Service Delivery leaders, you will ensure workforce supply aligns with demand, service level objectives, and operational targets. You will also contribute to continuous improvement initiatives, workforce planning, and the development of data insights that support decision-making across the organisation. Qualifications - Demonstrated experience in Workforce Management within a contact centre, customer service, emergency services or similar high-volume environment. - Strong experience in workforce forecasting, scheduling and capacity planning. - Advanced knowledge of workforce management systems such as Verint, NICE, Genesys, Calabrio or equivalent platforms. - Experience analysing workload demand, service level performance, and staffing requirements. - Strong Excel skills, including complex formulas, workforce modelling and data analysis. - Experience producing workforce, operational and performance reporting for business stakeholders. - Excellent stakeholder management skills, with the ability to work collaboratively across Operations, HR, Finance and Payroll. - Strong analytical capability and attention to detail, with the ability to identify workforce risks and recommend solutions. Requirements - Experience supporting a 24/7 contact centre, helpline or clinical service. - Experience with real-time workforce management, schedule optimisation and occupancy management. - Experience using Power BI or other business intelligence tools. Benefits - An opportunity to be part of Australia’s leading and largest suicide prevention service that is there to support people as they contact us more than 4000 times each day across Australia. - Salary packaging benefits of up to $15,900 per FBT year (1 April to 31 March), tax-free; and an additional salary packaging cap of up to $2,650 per FBT year, which is generally available for eligible meal entertainment expenses, such as dining, holiday accommodation and venue hire. - A supportive and dynamic work environment. - The satisfaction of being part of a team that genuinely impacts the community.

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