Contact Centre Workforce Planner

6 days ago

Wellington, Wellington, 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

Simply select APPLY NOW and submit your application today. Applications close 12 November 2025.

CA ANZ welcomes applications from people of all ages, genders, cultural and linguistic backgrounds, Māori, Pasifika, Aboriginal and Torres Strait Islander peoples, people with a disability, and people who are diverse in gender and sexuality.

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