Workforce Manager
6 months ago
The Role
Fisher & Paykel is a global company with a strong local heritage. Our origins inspire our culture of curiosity and passion to develop solutions designed around people - these are some of the core elements that make us unique.
We are driven by our values of being trusted, sustainably minded, innovative, generous, and curious. As a team we take a collaborative approach and have a working environment where all ideas are heard, evaluated, and tested against our leading goal - to be the world's most human-centred appliance brand.
Our Global Contact Centre is a complex, 24/7 operation going through significant changes on how we engage with our customers. We are looking for a proactive and efficient Workforce Manager to be a part of its success through new initiatives and implementation. We deliver global support to all our valued clients across multiple markets, and there is genuine opportunity to make this role your own and continue to improve and enhance current processes. With drive and passion, you will have the ability to get under the hood of our current operations and influence the direction we take.
About the role:
As a Workforce Manager, you will be accountable for ensuring the creation of forecasts are completed in line with historical and current data and be responsible for scheduling to match forecast across multiple markets, teams, and channels in a 24/7 operation to maintain service levels. You will provide ongoing analysis and reporting of performance against forecast, gaining insights to tell a story to different audiences, all with a view to optimise performance.
- This role is all about the challenge of ensuring we have the right people, in the right place, at the right time, doing the right work.
- As an influencer within the Global Support Centre team, you will lead our Workforce Management function, building relationships with a variety of stakeholders to educate.
- You'll be our advisor on all resourcing topics and use your understanding of insights to analyse, forecast and schedule.
- The hours for this role are standard business hours however our contact centre is a 24/7 environment so some flexibility will be required.
About you:
You're an experienced Workforce Planner or Lead who has worked within a global contact centre or a similarly complex environment. You will be a solution orientated person that is always on the lookout for ways to do things more effectively and efficiently. Although process driven and analytical, you're flexible and considered in your approach to rosters and shifts and how they impact on our people and their lives. You are proactive and a natural problem solver in your thinking and not afraid to try new approaches.
Your ability to quickly build rapport and relate to the team in our hands-on and collaborative environment will ensure success in implementing changes. While you may not have been a manager in the traditional sense, leading by influence comes naturally to you. Of course, you will be advanced in your use of Excel and will have been exposed to different workforce planning tools and software.
Why FPA?
The is a fantastic opportunity to join a fun, engaging, and supportive environment, where curiosity and innovation is encouraged. It is a change to make tangible impact on people’s daily work life, and ensure we are delivering the most premium of experiences to our customers. This is a remote working opportunity, and we offer significant benefits on products.
If you're someone who enjoys the challenge of working in a fast-paced, busy environment, then this will be the place for you.
Fisher & Paykel is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law.
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