Workforce Optimisation Lead

6 months ago

Auckland City, New Zealand Mercury Full time

Tiakina te anamata, mā te tūhono i ngā tāngata me ngā wāhi o te inamata. Taking care of tomorrow: connecting people and place today.

Mercury is a bold future-focused organisation, providing energy and telecommunications to more Kiwi than anyone else, leading the way with renewable energy and working toward a sustainable future. At the heart is our purpose which pushes us to do all we can to create a better future for our people, our communities, and Aotearoa New Zealand.

Our adaptive culture and growth mindset enables us to use our skills, knowledge and experience interchangeably across different roles in the organisation, going where the work is and doing what matters most. We encourage curiosity, experimentation, learning and self-awareness and provide the freedom to learn and opportunities to grow and develop.

**Our Opportunity**:
In this newly created role, you will report to the Manager - Workforce Planning and Operations and be part of a team of four people supporting our 170approx seat Service Hub / Contact Centre. Your role will be to optimise organisational performance through strategic workforce planning, efficient scheduling, and proactive resource management while ensuring compliance with regulations and promoting continuous improvement.

This is an exciting time to join Mercury as we continue to evolve our Service Hub with the upcoming transition to new technologies. You will get to participate in the implementation of new solutions and processes that fully leverage our existing team, exceed customer expectations and remove/minimise cost from the business. We're looking for someone who has the ability to think 'outside of the box' and assist to ensure our transition is as seamless as possible without dropping the quality of our calls and conversations with our customers.

This role can be based in either Auckland or Tauranga. We offer a hybrid flexible working environment where you will have the opportunity to work from home, but also still understand the importance and benefits of being in the office to collaborate and share knowledge.

**Key responsibilities include**:

- Develop and maintain workforce plans to ensure the organisation has the right number of employees with the necessary skills to meet operational needs.
- Create and manage employee schedules to ensure adequate coverage while considering factors such as employee preferences, labour laws, and budget constraints.
- Allocate resources effectively to meet fluctuating demand, balancing workload distribution among employees, and adjusting staffing levels as needed.
- Analyse historical data and current trends to forecast future staffing needs and proactively address potential gaps or surpluses in workforce capacity.
- Monitoring business performance and productivity metrics to identify areas for improvement and ensure alignment with organisational goals. Monitoring Realtime performance across channels and responding to fluctuations in volume and performance.

**We are looking for**:

- Strong experience in a similar role within a large company where you have been exposed to a variety of different and complex systems
- Strong ability to develop relationships and manage key stakeholders
- Relationship building - strong ability to develop relationships and create alignment across the organisation
- Personal resilience - displaying self-awareness, self-regulation and self-compassion, understanding own values and purpose, persistent in the face of adversity

**Mercury offers (full benefits are listed on our Career Page)**:

- Additional 5 days leave per annum (MyDays)
- $400 one off tax-free payment towards setting up your home office
- A diverse workplace where your unique abilities and talents will be recognised and encouraged
- Annual salary reviews with excellent parental leave policy, with the option to purchase additional leave
- The opportunities, career paths and facilities associated with working for one of New Zealand's largest multi-utility providers
- Flexible working policy - The autonomy and trust to work flexibly from our purpose-built premises and from home, recognising the value of this flexibility in the modern world
- Discounted health insurance and free life and income insurance
- Excellent well-being programme including up to $100 annual check ups and confidential assistance programme
- Gender affirmation leave and supportive bereavement leave to be taken when you lose anyone close to you, including your pet

**Interview Questions**:
To help you be your best in our interviews, below are some key questions we intend to ask. Additional questions will be asked based on the requirements of the role:

- Please describe a situation when you were leading a piece of work and you could feel others were in disagreement with your approach. How did you resolve this?
- Can you provide an example of a time you identified and fixed a problem before it became urgent?
- What strategies have you implemented to optimise workfo

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