Workforce Management Planner

Are you a strategic thinker with a knack for optimising operations and ensuring seamless workflows? Do you thrive in a fast-paced environment and enjoy the challenge of balancing resources and demand across multiple channels? If so, we have the perfect opportunity for you The Christchurch City Council is an organisation dedicated to excellence in customer services and as a Workforce Management Planner, you will play a crucial role in shaping the efficiency and productivity of the Customer Service Unit, driving their success.

**About the role**:

- Develop and maintain accurate workforce forecasts based on historical data, previous trends, and business projections
- Collaborate with cross-functional teams to align staffing needs with business goals, ensuring optimal resource allocation
- Create and manage staff schedules, taking into consideration employee availability, skillsets, and workload distribution
- Drive efficiency by identifying process bottlenecks and proposing innovative solutions to enhance overall workforce management
- Utilise workforce management software/tools to facilitate accurate scheduling and tracking of workforce performance
- Monitor real-time call volume, interactions, or project demands, and make timely adjustments to staffing levels as needed
- Analyse data to identify trends and patterns, providing insights for continuous improvement and resource allocation adjustments
- Tertiary degree in a relevant field (e.g., management, commerce, economics) or equivalent practical experience
- At least 5 years' experience in a similar role with a focus on work force planning and developing and implementing business improvement systems and programmes
- High skill level in using MS Excel
- Proven experience in workforce management and/or scheduling
- High level computer literacy including proficiency in Genesys Cloud and Microsoft Office Suite
- Strong analytical skills with the ability to translate data into actionable insights
- Demonstrated experience building and maintaining relationships
- Experience in coaching and mentoring others
- Solid influencing and negotiation skills
- The ability to continue to provide a positive work culture and supporting the requirements of the team while still being able to put the business' needs first
- Detail-oriented mindset with the ability to manage multiple tasks and priorities
- Problem-solving skills and a proactive attitude in addressing challenges

**What we offer**:

- Competitive salary and benefits package
- Opportunity to work in a dynamic, collaborative, and inclusive environment
- Professional growth and development opportunities
- Access to a wide range of staff benefits from retail discounts to training opportunities

Working for the Christchurch City Council allows you to contribute directly to the community and make a positive impact on the lives of residents and visitors. You will also benefit from:

- Access to training programmes, workshops, and development opportunities
- Flexible working arrangements - WFH, adjustable start and finish times, option to purchase extra leave
- Collaboration - exposure to wider areas of the organisation
- Benefits - a variety of benefits for Council staff from health schemes to retail discounts

Through collaboration, innovation, and a strong commitment to community, the council provides an environment where one's skills and passions can shine, making it an exceptional choice for those seeking purpose and impact in their career.

**_ Additional Recruitment Information:_**

**_ Hours of work:_**_ Full-time, permanent position_

**_ Location:_** **_This position is primarily based at Te Hononga Civic Offices, 53 Hereford Street_**

**_ Applications will be reviewed as they are received, and interviews may take place prior to the close date. This means we reserve the right to close a job ad before the advertised close date._