Workforce Planner

BizCover

Looking for an experienced Workforce Planner to own and drive the workforce operations within our sales, service and retention contact centres.

  • BizCover is Australia's leading B2B InsureTech provider
  • Growing business, with lots of opportunity for career growth
  • CBD location, Monday - Friday hours, Flexible working environment
BizCover who?
You haven’t heard of us? We dominate the SME business insurance market by having an online platform that makes comparing and buying business insurance a super easy process. Not to toot our own horn but we have been recognized in Deloittes fast 50 companies as one of the fastest growing technology companies and Westpac’s top 20 businesses of tomorrow - #killingit

So what?
We are searching for a workforce planner to own and drive the workforce planning functions within our operations department. This role will be responsible for short term and long term forecasting of our contact centres to ensure we have the right resources in place for continued success.  

This is a fantastic opportunity for someone to work in a fast-paced ever-changing environment where you can have a direct impact on the company's success! We are looking for someone with a strong ability to interpret data, create reports and LOVE problem solving.

A little more info: 

The primary responsibilities include:

  • Formulate annual FTE requirements for Sales, Service and Retention based on marketing budget forecasts, seasonality and trending  i.e. long-term budgetary forecasts, mid-term capacity planning and short-term forecasting of daily and intraday requirements for effective roster creation
  • Operationalise the WFP framework ensuring key stakeholders are proactively advised and engaged through the process
  • Create optimal rosters aligned to key business objectives
  • Short term intraday and daily forecasting to enable the effective creation of agent rosters
  • Be responsible for understanding agent skill level and queue management 
  • Provide daily, weekly and monthly reporting on key business operational metrics and insights on key KPI's such as SLA's, abandonment rate, AHT, forecast variance
  • Provide analytical insight and trends on resources, volumes and key business metrics to improve operational efficiency
  • Formulate a seasonal annual leave plan and objectively assess and process the requests
  • Analyse and monitor real-time performance ensuring variances to plan are promptly acknowledged with remedial actions
  • Foster a culture of continuous improvement
  
Who we want?

  • Previous experience in workforce planning (minimum 2 years’) specifically in rostering/scheduling and budgeting
  • Strong reporting and analytical skills, combined with the ability to interpret reports and provide "insights" into the data that has been gathered
  • Ability to recognize efficiencies and continuous improvement
  • Excellent relationship and stakeholder management
  • Exceptional attention to detail and accuracy
  • The ability to identify trends across statistical data
  • Critical thinking, problem solving and abstract reasoning
  • Ability to deal with ambiguity
  • Strong sense of urgency and ability to work in an extremely fast-paced, ever-changing environment
  • Strong computer skills - advanced User of MS Office Suite
  • Demonstrated organisation, planning and time management skill

 
Some of the perks

  • Attractive salary package with bonus potential!
  • Generous training budget for you to use as you wish
  • Fruit bowls each morning
  • Flexible working
  • Vibrant, supportive and fun marketing team
  • Team/company events
  • Games area with Table tennis, Sofas, Xbox, chess
  • Casual dress code
  • Growing company with huge progression opportunities
  • Attractive salary package with bonus potential!
  
 
What Kind of Person Works Well in our Company  
Diversity of employees makes for a creative and fun workplace.  BizCover is a melting pot of cultures and personalities, but to constantly strive to be the best we can, we look for people who are –
Customer Fanatics - noun:  a person who delivers a first class customer experience every time
Drumbeaters - noun:  a person who enthusiastically celebrates and supports their team mates and the business
Finishers noun:   a person you can trust to get it done
Advancer - noun:  a person who always wants do better