Workforce Planner

3 days ago

Wellington, Wellington, New Zealand Randstad - Business Support Full time NZ$60,000 - NZ$120,000 per year

Are you a Workforce Planning expert ready to make a significant impact? Our client is looking for a dedicated Workforce Planner to join their dynamic Support Team in Wellington Our client is a professional body supporting over 140,000 diverse, talented members and are the trusted leaders in business and finance.

Benefits & details:

  • Full time permanent position between the hours of 8AM - 7PM
  • January 2026 start
  • Working within a team of 15
  • Brand new office with harbour views
  • Regular team socials

What You'll Be Doing:

This critical role reports directly to the General Manager Member Services and focuses on ensuring the MST meets its service targets.

  • Oversee daily contact center operations, monitor and analyze key performance indicators, and ensure service targets are met.
  • Develop forecasts and plans, analyzing data to provide insightful reports to stakeholders.
  • Manage MST people resources for optimum productivity and future planning, including roster management and recruitment.
  • Manage the workflow for the team to meet service standards and KPIs.
  • Oversee and implement technology systems within MST, including upgrades and reporting tools, utilizing technology to improve employee and member experience.
  • Leverage data analytics to inform workforce planning and collaborate with cross-functional teams to integrate data-driven practices.

Essential Skills & Experience:

  • At least one year of experience in a Workforce Planning or similar role within a contact center
  • Experience in managing a case queue or call queue
  • Proven experience in data analysis and reporting to support strategic decision-making.
  • Ability to interpret workforce metrics and translate data into actionable insights to drive efficiency and member satisfaction.
  • Ability to build strong working relationships with internal stakeholders.
  • Proven capability in navigating and adapting to organizational change.

Why our client?

You'll be part of a team that lives by values including Integrity, Collaboration, Passion to Grow and being Accountable. They are committed to helping you succeed by encouraging adaptability, leveraging technology and proactively identifying opportunities for continuous improvement.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

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