Workforce Planning Analyst

The Workforce Planning Analyst will assist in the establishment, implementation and day to day management of workforce management activities to ensure efficient operational capability and effectiveness.

The role is responsible for forecasting workforce requirements to meet both current and future demand, staff scheduling patterns and other related workforce activities. The role will work collaboratively across all portfolios within the Chief Operating Officer (COO) remit, to ensure optimal utilisation of operational staff. The Workforce Planning Analyst will be part of a team who are responsible for all aspects of workforce planning, developing operational best practice and strategic resource planning.

We are seeking applicants who, within the context of the role responsibilities, possess the following key attributes:

• Demonstrated knowledge of workforce management, scheduling and contact centre methodologies and reporting principles, including experience using
  
  
  

workforce management software and applications.

• Well-developed conceptual, analytical, numerical reasoning and problemsolving skills, including a demonstrated ability to analyse and interpret trend,
  
  
  

output, and outcome performance data to drive performance review and improvement.

• Demonstrated ability to contribute to strategic planning, review workforce planning policies and practices and develop and implement service
  
  
  

improvement initiatives.

• Highly developed interpersonal and communication skills and the proven ability to establish and maintain productive relationships, liaise effectively and work collaboratively
  
  
  

The following mandatory requirements, special conditions and/or other requirements apply to this role:

• The incumbent may be required to travel on official business and the possession of a C class driver's licence may be required.
• This position may require participation in weekends and/or overtime work during periods of high demand or during natural disaster related events.
• Previous experience in workforce management including the NICE IEX System, planning, or resource scheduling will be highly regarded.
• Strong skills in Microsoft Office applications, particularly Excel is highly desirable.
  
  
  

Applications to remain current for 12 months.

Occupational group HR & Industrial Relations