Workforce Management Specialist
6 days ago
Job Overview
We're looking for an experienced Workforce Planner to join our team at the New Zealand Automobile Association. As a key member of our operations team, you'll be responsible for planning and managing staffing resources to ensure our contact centre runs smoothly and meets its service targets.
Your primary objective will be to identify and analyse factors that may impact workload, assessing their effects on service levels and operational efficiency. You'll play a critical role in making sure we have the right people in the right places, balancing business needs with employee needs to deliver great customer service.
Key Responsibilities
Your day-to-day responsibilities will include:
- Identifying and analysing factors that may impact workload, including sick leave and other incidents
- Logging and tracking relevant employee information using appropriate incident logging tools or applications
- Proactively identifying opportunities to enhance service delivery, optimise technical applications, and support resource and training
- Publishing rosters and schedules inclusive of break times and leave calendars within agreed timeframes
- Providing backup and support to payroll
Requirements
To be successful in this role, you'll need:
- A minimum of 2 years' experience in a similar role with exposure to schedule management, multiple working groups, forecasting (short/long term), FTE planning, and rostering for a multi-skilled environment
- Advanced Excel skills
- Experience using workforce management tools (e.g., Verint) and telephony systems (e.g., Avaya)
- Strong ability to build relationships with both internal teams and external customers
- A positive, can-do attitude with a high level of professionalism
- Exceptional attention to detail and accuracy
About the Team
We're a dynamic and inclusive team that values diversity and believes everyone should feel comfortable bringing their true selves to work every day. We're committed to creating a workplace where everyone feels valued, respected, and supported.
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