Workforce Scheduling Planner
4 weeks ago
**Description**:
World Travel Protection provides global travellers with specialist emergency assistance services when something goes wrong in their travels. We operate 24 hours a day, seven days a week from our 4 operation centres in Australia, Canada, China and Malaysia, responding to the cries for help we receive from travellers across the globe.
Owned by Zurich, but with separately managed business entities, we can truly offer you a world of possibilities within assistance and insurance.
The Workforce Planner/Scheduler - Analyses and develops weekly recommendations for scheduling and uses staffing requirements, call centre and operations schedules to determine required staffing levels to ensure the organisations ability to meet operational commitments.
The Workforce Planner plays a key role in supporting our command centre to deliver exceptional service to our customers. Accountable for day-to-day resourcing and scheduling of all teams, they will be responsible for all aspects of workforce planning, developing operational best practice and resource plans for all customer contact channels. With a focus on efficiency, resource optimisation and continuous improvement, this role ensures optimal resources are available to meet customer demand and exceed service standards.
**Required Experience**:
Demonstrable experience scheduling within a 24/7 Contact Centre across multiple international locations.
Excellent knowledge of WFM software, technology, systems, processes, and Contact Centre Operations (specifically Genesys or similar).
Ability to interpret and analyse complex information, extract meaningful insights, and evaluate options for decision making.
Excellent verbal and written communications skills with a strong ability to build and maintain internal and external stakeholder relationships.
Ability to work autonomously.
Understanding and interpretation of workplace awards (multiple).
**Role description**:
Maintain sound knowledge of industry workforce planning contact centre developments including worldwide best proactive, new process/system developments, staff engagement and new products and software.
Ensure the Command Centre teams are adequately resourced to achieve targets and service levels through planning, rostering, and real time management of resources.
Identify and manage issues and gaps in resourcing, incorporating business as usual (BAU) and strategic initiatives in planning and resourcing and for supporting ongoing operational efficiencies and improvements.
Collaborate with Global departments (flexibility to time to attend after hours meetings on occasion).
Build capability around workforce planning and telephony systems for self and the broader team, liaising with key stakeholders to achieve best practice from available systems.
Why choose us?
There’s no one size fits all option when it comes to flexibility, it looks to us the same as it does to you so let us know how we can accommodate you.
We’ll care for you like we do our customers and when you need us, we will be there.
We’ll help you keep travelling in your career, oh and quite literally with free travel insurance for you and your partner.
We’ll provide you with supportive management who have your back and want you to succeed.
We’ll support you to grow with unlimited learning opportunities.
We also offer some fantastic benefits to support your development and lifestyle including:
Company Pension
25 days holiday
Short term incentive plan
Employee ‘Stars’ reward and recognition scheme
Life Insurance
Flexible working opportunities
Competitive family leave
Employee Assistance Programme
Fitness reimbursement scheme
Volunteering leave
Paid parental leave
Online learning and training opportunities
Professional membership
Staff Referral Bonus
Work anniversary leave
We respect who you are and thoroughly embrace diversity, so whatever walk of life you wander, you do you and come as you are we’ve got you
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