Workforce Manager

Are you a data-driven strategist with a passion for creating silky smooth work roster? Do you thrive in a dynamic environment where every day brings new challenges and opportunities to make an impact? Then we may have the perfect role for you! We are on the lookout for a new Workforce Manager who will optimize our Customer Service Operations to deliver well-organised work schedules for multiples teams. This role will see you develop and implement workforce management strategies to ensure optimal staffing levels based on forecasted call volumes and service level targets. You will also analyze historical data and trends to create accurate forecasts for staffing needs. You will join a growing workforce of 400+ at one of Australia's fastest-growing businesses!

• Your role with us

The Workforce Manager is responsible for optimising contact centre operations by managing workforce planning, scheduling, and performance analysis. This role ensures that the contact centre is adequately staffed to meet service level agreements (SLAs) while maintaining high levels of employee engagement and productivity. You will create and manage agent schedules that align with forecasted workload and business needs, as well as adjust schedules in real-time to accommodate unplanned absences or spikes in call volume. This role will see you design, create and manage the roster of 4 customer service teams, and will see you work closely with each individual team lead and the Customer Operations Manager.

• Who are we?

Our commitment to placing our clients and their communities' entertainment at the forefront of everything we do, has solidified us as the ultimate online service provider for entertainment companies. Headquartered in the beautiful city of Melbourne, our growth has been remarkable. From humble beginnings to a thriving workforce of 300+, we've expanded not only in numbers but in ambition. There really is something for everyone here, whether you work in Tech, Marketing, Operations, Mathematics or Design, we are sure to have something for everyone.

Click play, on your career today!

• What you will do
• Workforce Planning :
• Develop and implement workforce management strategies to ensure optimal staffing levels based on forecasted call volumes and service level targets.
• Analyze historical data and trends to create accurate forecasts for staffing needs.
• Scheduling :
• Create and manage agent schedules that align with forecasted workload and business needs.
• Adjust schedules in real-time to accommodate unplanned absences or spikes in call volume.
• Performance Analysis :
• Monitor and analyze key performance indicators (KPIs) such as service levels, occupancy rates, and average handling time.
• Provide regular reports and insights to management regarding workforce efficiency and effectiveness.- Employee Management :
• Collaborate with team leaders and supervisors to assess agent performance and identify training or development needs.
• Promote a positive work environment that fosters employee engagement and retention.
• Tools and Technology :
• Utilize workforce management software to streamline scheduling, forecasting, and reporting processes.
• Stay updated on industry best practices and technologies to enhance workforce management capabilities.- Cross-Functional Collaboration :
• Work closely with operations, training, and HR teams to align workforce strategies with business objectives.
• Participate in leadership meetings to discuss operational performance and strategic initiatives.- Continuous Improvement :
• Identify opportunities for process improvements and efficiency gains within the workforce management function.
• Implement and manage initiatives aimed at enhancing service quality and operational performance.
• What you will bring
• Bachelor's degree in Business Administration, Human Resources, or a related field.
• Minimum of 3 years of experience in workforce management within a contact center environment.
• Proficiency in workforce management software (e.g., NICE, Verint, Aspect, Playvox).
• Strong analytical skills and experience with data analysis tools (e.g., Excel, Tableau).
• Excellent communication and interpersonal skills.
• Ability to work collaboratively and influence cross-functional teams.
• Strong organizational and problem-solving skills.
• Experience with forecasting and modeling
• Bonus points if you also have
• Sports & Gambling knowledge advantageous
• Cryptocurrency knowledge would be advantageous
• Proficient with Google Suite (Drive, Spreadsheets, Docs), Slack, Jira & Intercom
• Experience in project management or process improvement
• Knowledge of data visualization tools (e.g. Tableau)
• Strategic thinking and decision-making.
• Adaptability to changing business needs and priori