Senior Workforce Planner
About the job
The Senior Workforce Planner at Qantas plays a crucial role in shaping the overall resource planning strategy for in-house and outsourced contact centres. This position is vital for ensuring optimal performance across all channels, including phone and digital. The team thrives on collaboration and innovation, supporting each other to achieve excellence in service delivery.
You'll be responsible for
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Owning contact centre resource forecasting
Manage end-to-end contact centre resource forecasting and scheduling across voice, back-office, and digital channels.⏱️
Leading real-time operations
Deliver optimal day-of-operations performance by leading real-time operations.🤝
Partnering with stakeholders
Identify efficiency opportunities and drive cost reduction by partnering with senior stakeholders.Key criteria
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5+ years in workforce planning
Demonstrated experience in a contact centre environment.View
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Advanced workforce planning expertise
Deep knowledge of forecasting and scheduling across multi-channel contact centres.View
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Analytical and problem-solving capability
Ability to deliver detailed scenario modelling and actionable recommendations.View
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