Workforce Planning |amp| Performance Manager

MAYDAY Recruitment is proud to partner with an Australian leader in healthcare to recruit an experienced Workforce Planning & Performance Optimisation Manager for a varied, 12 month fixed-term contract.

This is a newly created role in the company, where you will be responsible for setting up Workforce Management from the beginning, including software, processes and policies.

Join a leader in its field and become part of a culture that fosters collaboration and inclusion. Bring your knowledge and experience to make a difference to the wider business in this exciting role.

What’s in it for you?

Start ASAP.
12-month fixed-term contract.
An annual salary package of $+0,000- $120,000.
Monday – Friday, full time hours.
Work at the head office based in the heart of Sydney.
Social Thursdays every fortnight.
Discounts and vouchers from leading Australian and online retailers, as well as corporate health insurance discounts!
Access fitness centres across Australia at a subsidised rate.
Flexibility to work from home one day per week.

The role

Manage all aspects of Workforce Management: forecasting, scheduling, real-time management, performance optimisation, and reporting.
Ensure performance targets are met or exceeded. Inform management and provide remediation plans if needed.
Work with line managers to manage team performance and accountability.
Lead real-time management to ensure schedule adherence and handle peak times effectively.
Manage Contact Centre Technologies (like CXOne) to maintain high performance and customer experience.
Stay updated on industry best practices and continuously improve methods.
Improve, plan and recommend recruitment needs, onboarding, and training to maximize team competency.
Manage planned leave requests to balance business needs and employee engagement.

The ideal candidate

Previous Experience in workforce planning and scheduling management, ideally in a call centre/contact centre environment.
Experience implementing Workforce Management in Contact Centres is a plus
Familiarity with CXOne is preferred, but not essential
Strong analytical and problem-solving skills, capable of interpreting data and making data-driven decisions
Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels