About Us:Here at Noel Leeming, Services are a key differentiator in setting us apart from the competition. Our services range and offering ensures customers can use both their technology & appliances the way they want to and in the space they need to. We can deliver, install, set up, & protect our customers' purchases, as well as recommend and educate to ensure individuals and businesses get the right solution for their needs.The team continues to evolve & take shape making this an exciting time to join the team. You will have the opportunity to be part of a growing area of the business and shape its future direction.About the Role:The Workforce Planning Lead is focused on turning data into value-driving business insights to facilitate improved contact center operations; enabling a better customer experience.Reporting to the Services Support Manager, you will be responsible for short and long term forecasting, scheduling, capacity planning, intra-day management, and contingency planning.You will participate in the implementation of solutions that fully leverage our existing team members, exceed customer expectations, and remove/minimise cost from the business.Other responsibilities include but are not limited to:Using Workforce Management software tools and modelling manage staffing levels and service for multiple brands.Workforce Management – Develop and maintain the best in class workforce management and business processes and practices to reduce/minimise cost.Reporting and analytics on Contact Centre and agent performanceAbout You:3+ years in workforce management across multiple channelsAdvanced Excel and PowerPoint skillsExcellent analytical, logical, and quantitative skills, with a natural tendency to use data in decision making and prioritization.Effective communicator with the ability to present to an executive levelExperience with several telephony platforms, especially PureCloud is essentialExperience with different workforce management software tools is essentialExperience in SalesforceAdvanced Excel and PowerPoint skillsExperience in call recording softwareTo be successful in this role, you will be naturally curious with the ability to self-serve, get the data, and tell the story. You will have a strong bias for action, balancing the tension between swift execution, high-quality output, and long-term strategic thinking. You will also need strong interpersonal skills and the resilience to push through/overcome setbacks/obstacles.More About Us:It is our belief that it's important to reward and recognise our team for their success. This role consists of a competitive salary, discounts across all our brands, great team member benefits, and excellent career development opportunities no matter where you are in the business!If you’re passionate about customer experience and seeing great services being delivered in a way that will satisfy and delight customers, this opportunity is not to be missed!
