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Workforce Planner

TPG Telecom - North Sydney, NSW

Hospitality, Travel & Tourism
Source: uWorkin

Source: uWorkin


Two of Australia’s leading telecommunication companies, Vodafone Hutchinson Australia and TPG, have come together to form TPG Telecom Limited. TPG Telecom Limited has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara & AAPT.

At Vodafone we put our customers at the heart of everything we do to give Australians more choice and freedom to connect the way they want.

As a Workforce Planner, you will support our Vodafone front-line teams by developing and maintaining planning models reflective of the current operational environment, support the effective provision of change impact assessment and to co-ordinate the development of a sustainable capacity plan supporting Vodafone’s budgetary cycle and for Short Term Planning Purposes.

Key Responsibilities:

  • Establish and maintain relationships with key internal stakeholders including Finance, Care Leadership, Marketing, Demand & Delivery and outsource/third party teams to lead the delivery of an accurate forecast and capacity model reflective of current and future operating models.
  • Driving an alignment with long term/budgetary planning to operational delivery
  • Understand core contact centre workforce planning principles and apply them to facilitate a working environment in line with Vodafone’s culture
  • Support the effective provision of change impact assessments
  • Maintain a sustainable capacity plan
  • Build relationships with stakeholders such as Finance, Marketing, Service and Care Leadership around capacity planning and budgetary planning
  • Present information and insights clearly and concisely
  • Work collaboratively across Workforce Optimization, the Care leadership, Marketing, Demand/Delivery and Outsource partners
  • Support the Care Leadership team with information and assistance as required

Knowledge & Experience Requirements:

  • Understanding of Workforce management principles in a 500+ seat multi-channel environment
  • Understanding of front line workforce management
  • Two years plus of workforce planning experience
  • Two years plus of an industry standard WFP tool (EWFM, Verint etc.) or One year’s Genesys WFM experience
  • Tertiary qualification preferred or equivalent industry experience
  • Strong problem solving skills that enable quick identification and efficient resolution of issues
  • Communicates with enthusiasm and clarity with the ability to interact with all levels
  • Excellent stakeholder management skills
  • Advanced analytical and statistical analysis skills
  • Understands business, commercial and technical issues that may impact customer requirements
  • Manages work requirements and demand in an ambiguous environment with an ability to scope and prioritise

We are committed to attracting, developing and retaining the best people by offering a flexible, diverse and inclusive workplace where hard work is truly rewarded. You will have access to fantastic benefits, including generous leave policies, leadership development programs and opportunities to grow your career. You’ll be faced with loads of variety where no two days are ever the same in a collaborative work space that helps drive innovation.

Apply now!

North Sydney, NSW

Hospitality, Travel & Tourism


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