Workforce Planner

**Workforce Planner**

Are you ready to Chase the Sun? A career with Suncorp gives you the chance to do that every day, while also helping New Zealanders to build futures and protect what matters.

Our commitment to developing our people means your customer service and sales career journey will be enhanced during you time at Suncorp. We will also train you to be an underwriter, so that you can evaluate the risks involved when insuring people’s home, contents, and vehicles.

**Your responsibilities will include**:

- Contribute to the development and optimisation of Workforce Planning processes and systems Develop forecasts, including calculating the impact of known future events, to ensure achievement of service levels across all front and back-office teams.
- Work collaboratively with leaders to implement rosters
- Develop and demonstrate innovative thinking in scheduling methodologies to improve service levels.
- Ensure all planned events (team meetings, training, annual leave etc) are incorporated into schedules to minimise impact on service levels.
- Provide coaching and support for all leaders with accessing, updating and interpreting workflow forecasts in our systems
- Provide trending forecasts and insights to assist with future staffing requirements.
- Provision daily staffing, workflow rosters and intraday adjustments as required to ensure service levels are achievement ** Reporting**
- Provide timely and accurate reporting of key service performance metrics including:

- Develop and maintain workforce management performance reporting and analytics across relevant Consumer and Business teams
- Daily, weekly monthly performance reporting for teams and individuals - including adherence and availability.
- Trend analysis, skill gap analysis and recommendations.

**Business Excellence & Process Improvement**
- Actively work to identify and drive process improvements (” quick wins”)
- Work with Lead Workforce Planner on new projects, including helping develop and deliver on contact centre roadmap
- Proactively engage with key industry events & people, to improve knowledge of industry trends

**What you need to succeed**:

- ETITO (Telecommunications qualification) (desired)
- A recognised planning/analytics qualification (desired)
- Workforce Management background - at least 5 years’ experience (required)
- Experience with workforce planning software such as Genesys Cloud & Salesforce
- Experience in managing senior management and stakeholders
- Proven ability to inform decision making and make recommendations

**What you will get in return**:

- Free life, salary continuance and trauma insurance cover
- Discounted insurance through Vero & Asteron Life
- Flexible working environment and arrangements; genuine focus on work-life balance
- $250 annually for flexible benefits
- Ongoing learning and development opportunities, including study support

**About us**

We’re proud to be a part of the Suncorp Group family alongside some of Australia and New Zealand’s most trusted names in insurance - working together to bring about faster, simpler, and better outcomes for our customers and corporate partners. Our commitment to strong, supportive partnerships extends to our people as well, and the opportunities and support we provide to help you thrive in your career with us. And with a shared customer-obsession and the digital capabilities to make a genuine difference, you’ll see the meaningful impact you can make for our customers and communities, while watching your own career shine too.

**Advertised**: 10 Dec 2024 New Zealand Daylight Time
**Applications close**: 17 Dec 2024 New Zealand Daylight Time