Workforce Planning Lead


The Role:

The Workforce Planning Lead will be responsible for all aspects of Operational Resource planning process, including workflow and transactions management and identifying opportunities across Energy Market Operations.

As an integral part of Resource Planning team you will be responsible for defining, shaping and delivering the resourcing strategy and workflow forecasting.

Working closely with Customer Solutions and Service Delivery operational teams and other stakeholders, the Workforce Planning Lead will ensure that resource plans are executed and meet desired business outcome, build and provide input towards business intelligence and identify improvement opportunities.

Your key responsibilities will be to:

  • be responsible for overall scheduling and planning across Customer Market Operations
  • forecast and assess and workload assessment
  • monitor and analyse system and report data including trends/patterns in order to gain understanding, improve and track our current and forecast future statistics
  • deliver new initiatives, including testing, designing, building, training and ensuring quality standard are adhered to.
  • manage, monitor and communicate key performance indicators for BPO and Voice operations and associated inputs
  • identify and engage internal and external stakeholders and maintain regular formal and informal updates on progress of activities managed through the resourcing team
  • work closely with Dialler Optimization Lead, National Forecaster and Resourcing planners to develop efficient and effective resourcing model, provide insights and input for future workflow management, scheduling and planning strategies including continuous process improvement and innovation

To be successful, you’ll have:

  • tertiary qualifications in relevant discipline (e.g business) or extensive hands-on experience
  • previous experience within a medium to large Contact Centre environment incorporating both onshore and offshore components
  • excellent interpersonal skills, including ability to develop strong relationships with stakeholders, business users and leaders
  • strong written and verbal communication skills
  • strong analytical and conceptual skills with the ability to provide valuable foresight from data in a timely fashion.
  • a clear understanding of regulatory and legal impacts when proposing a process change
  • excellent knowledge of Microsoft Office
  • the ability to plan at a strategic and operational level

What’s in it for you?

You’ll be working in an A-grade building with state of the art activity based working facilities. Being supported by our new flexible ways of working. We call it Smarter Working.

You’ll get the opportunity to work with some of the most engaged and innovative in the business. Being exposed to more opportunities to advance your skills and career.

Working in a company the size of ours the sky’s the limit for your career aspirations and we’re focused on investing in you.

About us

It truly is an exciting time to be part of AGL Energy as we lead the way in generating sustainable energy solutions for all Australians.

With a heritage of over 175 years and listed in the top 50 companies on the ASX, AGL offers a genuinely diverse, safe and supportive work environment, where "actions not words" fosters a culture of achievement and personal development.

Come with us on a journey of exploration and creativity, doing the same things differently, better, faster by encompassing innovation and passion for a more sustainable world.

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