Contact Centre Workforce Planner

2 weeks ago

Wellington City, New Zealand Chartered Accountants ANZ Full time

We encourage Passion to Grow and improve
- Make a Difference in Member Experience
- join a dynamic and supportive environment where your skills make a real impact
- Permanent, part-time or full-time, Wellington CBD

Are you ready to take the next step in your contact centre career? We are seeking a motivated and proactive Workforce Planner to join our Member Support Team (MST).
ABOUT THE ROLE - MŌ TĒ TŪNGA
You’ll play a key part in ensuring our team delivers a world class experience to our members by supporting and empowering staff, while focusing on efficient resource use and planning to maintain excellent service standards.
**Key Responsibilities will include**:

- Support the Member Services Team by sharing expertise and coaching staff to deliver exceptional member experiences.
- Drive ongoing improvements in systems, processes, and team knowledge, including maintaining the Knowledge Management System and telephony platforms.
- Manage team resources and workflow to ensure service standards and KPIs are consistently met.
- Build strong working relationships across the organisation and assist in recruitment and systems testing.

ABOUT YOU - HE KŌRERO MŌU
you’re passionate about delivering exceptional service and empowering teams to succeed. You will also demonstrate:

- Agility and adaptability in dynamic work settings.
- Strong skills in building relationships with both internal stakeholders and the team.
- Proven track record of meeting service KPIs and delivering high-standard customer experiences.
- Leadership experience in contact centre environments, including managing case or call queues.
- Desirable: Experience in workforce management, CRM systems, contact centre, and reporting tools.

ABOUT US - HE KŌRERO MŌ MATOU
Chartered Accountants Australia and New Zealand (CA ANZ) represents more than 140,000 financial professionals, supporting them to make a meaningful difference in the communities where they work and live. We are committed to advancing the profession through high ethical standards, world-class education, and advocacy for the public good. Guided by our purpose and values, we aspire to be a magnet for diverse talent, equip our members for success, and lead the way in sustainability, innovation, and trust in business and finance.
WHAT’S IN IT FOR YOU - NŌU TE ROUROU
At CA ANZ, we are committed to creating a workplace that reflects our values of collaboration, integrity, diversity, and accountability. As part of our strategy to be a magnet for diverse talent and an adaptive, member-centric organisation, we offer:

- A strong focus on equity, diversity, and inclusion embedded in everything we do
- Two additional CA leave days over the Christmas closure period
- A modern state-of-the-art facility, city-based workspace, including a 5-star green building designed to support diverse working styles
- Opportunities to grow your career through coaching, training, and the scholarship program.
- Grow your skills and future with unlimited access to LinkedIn learning
- The chance to contribute to meaningful work that creates real impact for people across Aotearoa and Australia

HOW TO APPLY - ME PĒHEA TE TONO

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