Workforce Planner – Lion

Would you like the opportunity to be the best you can be, really make a difference and have a great time doing it?  At Lion, our success comes from Great People and Great Brands.  We are Australia and New Zealand’s leading Food and Beverage Company with great brands for every occasion.

The key accountabilites for this role include the generation of efficient rosters to enable the smooth operation of the Contact Centre, that balances workload inputs with staffing requirements, in order to consistently meet set KPIs. The position is also responsible for the analysis of Contact Centreperformance and recommendations on resourcing requirements including medium-long term resource requirements. A focus on continous improvement and the pursuit and implementation of ‘best practice’ from within the Contact Centreindustry will ensure success in this role.

artner with Contact CentreLeaders to achieve Customer Service KPIs and report accordingly to Contact Centreteam and business leader

  • Ensure roster is published two weeks in advance including a focus on rostering accuracy and provision of insights and capability build for the team
  • Provide recommendations and manage the daily allocation of operational resources to ensure efficiency and effective use of resources
  • Support functional excellence and team engagement

You will be naturally inquisitive with the desire to identify improvements and in doing so will engage  key stakeholders and the wider business to enable the team to maintain their outstanding customer engagement results.

Previous Contact Centreexperience would be advantageous, as well as a relevant Tertiary qualification.

Our culture of personal achievement and wellbeing provides the opportunity for a fulfilling career.  If you meet these skills and qualifications we look forward to receiving your application.