workable
Workforce Planning Manager
efm Logistics
Moorabbin, AUS
Full-time
Manager · 5+ years experience
Onsite
Discovered Today
Full Job Posting
Key Responsibilities
- Develop and maintain short- medium- and long-term workforce forecasts using historical trends, customer demand, seasonality and business requirements.
- Translate forecasts into staffing requirements, capacity plans and headcount projections to ensure appropriate coverage across a workforce of 100+ employees.
- Design and manage complex, multi-skilled rosters across customer portfolios, including extended operating hours, public holidays, peak periods and customer-specific requirements.
- Monitor real-time call, email and case volumes, adjusting staffing and workload distribution to maintain service levels and manage unexpected demand.
- Manage planned and unplanned leave, absenteeism, schedule adherence and resource allocation to optimise workforce coverage and productivity.
- Oversee workforce management systems, reporting and data integrity, working with Technology and Customer Excellence to improve system configuration, automation and efficiency.
- Analyse workforce performance, including forecast accuracy, utilisation, productivity, service levels and cost-to-serve, providing insights and recommendations to senior leadership.
- Identify and implement continuous improvement initiatives across forecasting, scheduling, workforce processes and technology.
- Partner with Customer Service, People & Performance, Finance, IT and other stakeholders to align workforce planning with operational and customer requirements.
- Lead, coach and develop a small team of workforce planning analysts and schedulers, building capability and driving accountability.
- About You
- You're an experienced workforce planning professional with technical expertise and leadership capability to make an immediate impact. You understand the complexities of managing a high-volume customer service environment and can confidently translate data and customer demand into effective workforce plans.
- To be successful, you'll bring:
- At least 5 years' experience in workforce planning or workforce management within a contact centre or high-volume customer service environment.
- At least 2 years' experience leading and developing a team.
- Demonstrated experience forecasting, scheduling and managing capacity for 100+ FTE across multiple channels.
- Hands-on experience with workforce management platforms such as NICE, Verint, Genesys Cloud WFM, Calabrio or similar.
- Strong analytical skills, advanced Excel capability and experience developing workforce reports, dashboards and performance insights.
- A sound understanding of Australian rostering requirements, including Modern Awards, Enterprise Agreements and Fair Work obligations.
- Experience managing complex rosters, fluctuating workloads, leave coverage and workforce utilisation.
- A proven track record of improving processes, optimising systems and using data to drive operational performance.
- Strong communication and stakeholder management skills, with the ability to balance strategic planning with practical, day-to-day operational needs.
- A tertiary qualification in Business, Analytics, Operations Research or a related discipline will be highly regarded.
Benefits
- Why Join efm Logistics?
- Strong focus on regular and ongoing professional development training, enhancing skills and career progression
- A dynamic and empowering culture, where we challenge each other to do it better
- An opportunity to be part of an industry leader
- Modern office space and technology
- Free parking and onsite café
- Company functions and team building activities
- Partner with 2 charities, volunteering time to make a difference and contribute to the positive impact they are having both locally and internationally
- Ready to Make an Impact?
- If you're an experienced workforce planning leader who thrives in a fast-paced environment and is ready to make an immediate impact, we'd love to hear from you!
Qualifications
- Key Responsibilities
- Develop and maintain short- medium- and long-term workforce forecasts using historical trends, customer demand, seasonality and business requirements.
- Translate forecasts into staffing requirements, capacity plans and headcount projections to ensure appropriate coverage across a workforce of 100+ employees.
- Design and manage complex, multi-skilled rosters across customer portfolios, including extended operating hours, public holidays, peak periods and customer-specific requirements.
- Monitor real-time call, email and case volumes, adjusting staffing and workload distribution to maintain service levels and manage unexpected demand.
- Manage planned and unplanned leave, absenteeism, schedule adherence and resource allocation to optimise workforce coverage and productivity.
- Oversee workforce management systems, reporting and data integrity, working with Technology and Customer Excellence to improve system configuration, automation and efficiency.
- Analyse workforce performance, including forecast accuracy, utilisation, productivity, service levels and cost-to-serve, providing insights and recommendations to senior leadership.
- Identify and implement continuous improvement initiatives across forecasting, scheduling, workforce processes and technology.
- Partner with Customer Service, People & Performance, Finance, IT and other stakeholders to align workforce planning with operational and customer requirements.
- Lead, coach and develop a small team of workforce planning analysts and schedulers, building capability and driving accountability.
- You're an experienced workforce planning professional with technical expertise and leadership capability to make an immediate impact. You understand the complexities of managing a high-volume customer service environment and can confidently translate data and customer demand into effective workforce plans.
- At least 5 years' experience in workforce planning or workforce management within a contact centre or high-volume customer service environment.
- At least 2 years' experience leading and developing a team.
- Demonstrated experience forecasting, scheduling and managing capacity for 100+ FTE across multiple channels.
- Hands-on experience with workforce management platforms such as NICE, Verint, Genesys Cloud WFM, Calabrio or similar.
- Strong analytical skills, advanced Excel capability and experience developing workforce reports, dashboards and performance insights.
- A sound understanding of Australian rostering requirements, including Modern Awards, Enterprise Agreements and Fair Work obligations.
- Experience managing complex rosters, fluctuating workloads, leave coverage and workforce utilisation.
- A proven track record of improving processes, optimising systems and using data to drive operational performance.
- Strong communication and stakeholder management skills, with the ability to balance strategic planning with practical, day-to-day operational needs.
- A tertiary qualification in Business, Analytics, Operations Research or a related discipline will be highly regarded.
About efm Logistics
Logistics & Supply Chain Services200 employeesFounded 2000
Australian 4PL logistics provider helping businesses manage end-to-end supply chains through technology and carrier partnerships.
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