Cx Workforce Planning Scheduler - Sydney, Australia - Macquarie Group Limited
Description
The Workforce Planning team is responsible for optimising workforce utilisation and resource allocation within the Banking and Financial Services contact centre to ensure smooth operations and excellent customer service.
The team collaborates with a range of stakeholders, to forecast workload, create staffing schedules, monitor performance metrics, drive continuous improvement whilst being immersed in a workplace culture built upon driving efficiency and innovation.
You'll be part of a supportive team where everyone - no matter what role - contributes ideas and drive outcomes.
What role will you play?
You will be part of a team that produces monthly customer service operational schedules and updates as required, for all work types (inbound, outbound, and hybrid roles) for a 400+ seat national 24/7 contact centre.
You will perform analysis of customer service data to provide insight into reasons for calls, forecast variances, KPI variances, and other data relative to customer service performance.
You will collaborate with Client Service Managers and Team Leaders to develop and recommend methods to optimise the business planning and analytics within the planning process.
What you offer
- Advanced knowledge and experience using Verint workforce management systems WFM and advanced MS Excel skills are essential
- Strong communication skills and the ability to coordinate with customer service leadership teams s
- Experience in developing and maintaining high quality daily, weekly, monthly reports across various client service teams
- Ability to manager stakeholder relationships and work proactively with other areas of the business to recommend efficiencies and drive continuous improvement of tools and analyses
We love hearing from anyone inspired to build a better future with us, if you're excited about the role or working at Macquarie we encourage you to apply.
Benefits
- Hybrid and flexible working arrangements
- Wellbeing and service bonus leave
- Up to 20 weeks paid parental leave as well as benefits to support you as you transition to life as a working parent
- Paid volunteer leave and donation matching
- Range of benefits to support your physical, psychological and financial wellbeing
About Macquarie:
A career at Macquarie means you'll have the opportunity to develop new skills, explore interesting fields and do challenging work that will impact the lives of people around the world—whether it's accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure.
Macquarie is a global financial group providing clients with asset management, retail and business banking, wealth management, leasing and asset financing, market access, commodity trading, renewables development, specialist advisory, capital raising and principal investment.
Job no:
BFS-973884
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Work type: Permanent
- Full time
Location: Sydney
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Category: Mid-level, Junior, Customer Service, Data & Analytics, Quantitative Analytics, Retail Banking
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Group: Banking and Financial Services
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Division: Client Service & Support
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Recruiter: Bianca Jenkins
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Opening Date: 10/7/2023
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