Manager managing a small team of administrators providing efficient client service at Apex Group. Focus on investor queries, team collaboration, and maintaining relationships.
About the role
- Workforce Planning Manager optimizing resourcing strategies for NDIS plan management and ensuring operational goals are met while collaborating across teams.
Responsibilities
- Forecast demand and develop long-term capacity plans using trend analysis, historical data, and business objectives to ensure resourcing aligns with customer and operational needs
- Optimise telephony routing and multi-channel operations (telephony, email, live chat, case management) to enhance customer experience and support digital channel growth
- Deliver actionable workforce planning reports (daily, weekly, monthly) with KPIs and performance dashboards to provide insights for Contact Centre Managers and Team Leaders
- Monitor and adjust intra-day schedules in real-time, collaborating with Operational Leaders to optimise service levels, resource utilisation, and queue management
- Drive innovation and continuous improvement in forecasting, resource management, and workforce planning systems (e.g., Verint) to boost contact centre performance
- Collaborate with leadership to determine resourcing needs across operational and support areas, balancing service levels with training, meetings, and leave management
Requirements
- Minimum 2-3 years of workforce planning experience in a contact centre environment (30+ seats or equivalent)
- Proven expertise with ACD/telephony systems (Amazon/Verint experience a plus) and CRM platforms (e.g., Salesforce)
- Strong skills in forecasting, modelling, budgeting, and recruitment planning
- Advanced proficiency in MS Excel and data analysis
- Experience managing multi-channel, multi-site workforce planning (including remote teams)
Benefits
- Novated leasing benefits and discounts
- 12 weeks paid parental leave and access to our Parents Portal
- Comprehensive learning and development opportunities to support your career growth
- Sonder digital wellbeing platform , providing personalised support 24/7, plus annual flu vaccinations
- Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
- Exempt Employee Share Plan
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Responsable fonctionnel du projet de transformation ERP chez GE Vernova, guidant l'implémentation et l'optimisation. Collaboration avec les équipes pour améliorer l'efficacité opérationnelle.
Executive Strategy Messaging and Readiness Manager at Regions, developing strategic messaging and high - stakes materials for Corporate Banking, integrating financial performance and competitive positioning.
HSEQ Manager overseeing compliance and quality systems to enhance Acusensus' safety initiatives. Collaborating with global teams and ensuring adherence to safety standards and practices in New Zealand.
Electronics Commodity Manager at Spellman overseeing sourcing and strategy for passive components in electronics manufacturing. Collaborating cross - functionally to ensure supply continuity and cost efficiency.
Business Analysis Manager at Capital One applying strategic and analytical skills to address company challenges. Collaborating with teams to shape the future of the Global Payment Network.
Configuration Manager providing program support for PMS 443’s Bridge Integration - Ship Control Systems. Ensures alignment and facilitates Configuration Management processes and outcomes.
HRIS Manager leading UKG system governance and HR technology optimization for global immigration processes. Collaborating with HR, Finance, IT, and business leaders to enhance HR technology platforms.
Senior Manager leading HRIS and benefits strategies at a growing company, collaborating with cross - functional teams. Responsible for system management, data integrity, and compliance in HR operations.
Assistant General Manager supporting the General Manager at Trulieve's Tallahassee retail store. Leading store operations, compliance, and a team of employees in the cannabis industry.