Workforce Planner

Who are we?
We're here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring.

The role
The Workforce Planner will support the Customer Experience group with scheduling, rostering and real time management insights to ensure optimal customer and employee experience is delivered.

Some of the key tasks and accountabilities will involve, but are not limited to:

Delivering a capacity plan that supports the operational leadership teams to lead large and multi-dimensional teams that deliver services to our customers across multiple contact channels.
Preparing and administering schedules, static and dynamic/rotating rosters and breaks to deliver optimised supply of resources to match the customer demand profile.
Providing real time management of channel queues, adherence to schedules and proactive identification of operational impacts.
Managing the governance of roster exceptions including shift swaps, attendance (leave), scheduled non-customer facing activity and all other operational factors.
Continually evolving scheduling and real time management processes and solutions
Utilising telephony reporting to articulate operational team performance and forecasted position to Customer Experience leaders.
Administering the allocation and changing of telephony skill sets to ensure customer demand is supported by appropriate resourcing levels.
Providing accurate and timely supply insights to equip frontline leadership and monitoring trends in supply movements.
Fostering close partnerships and actively engage with stakeholders in relation to the delivery of service