WFP Manager | QLD - Brisbane

Job reference number: ALL/1304257S


When you work at Allianz, you’re part of a strong global insurer, helping to protect over 3 million Australians. You’ll have opportunities to grow and drive your career your way, work with people from all different backgrounds, and feel free to bring fresh thinking. And you’ll get the support you need to have an enriching career and enjoy what really matters to you.


Passionate Workforce Planning Managers, this role is not for the faint of heart. Success in this role will see you utilising your proven technical and leadership experience in large contact centre environments, your challenge will be to develop your team and implement best practise WFM methodologies.   We seek an aspirant who brings with them experience in managing teams who flourish during times of transformational change. 

The Senior Workforce Planning Manager role is essential to guaranteeing excellence in every customer interaction with our star team members.  This role holds a principal people focus to ensure we schedule the right people at the right time, both efficiently and effectively.

Our Contact Centre operates across 3 sites with over 400FTE; predominantly inbound, with outbound, email and webchat.  It is your team that is responsible for the effective management of the Forecasting, Scheduling and Real Time functions of those centres.

You will be responsible for ensuring strategic goals are met through forecast modelling, capacity planning, collaboration and effective communication, while ensuring forecast alignment with strategic goals. This position is responsible for long term, short term and intraday contact volume, productivity and capacity forecasts and providing leadership with risk mitigation plans. Beyond your day to day activities, this role also oversees both business continuity plans and emergency situations across a multi-site Contact Centre operation.

This is a 12 month contract with potential for permanence and ongoing career opportunities.

You will possess:

  • Minimum of 4 years' experience as a Workforce Planning Manager with multisite operations 300 FTE min.
  • Ability to operate in a fast-paced, results driven, deadline-oriented work environment
  • Proven experience building, coaching and developing a WFP Team.
  • Demonstrated resilience, complex problem solving and organisational skills
  • Thrives in environments of change
  • Comprehensive understanding of best practise workforce management concepts
  • Superior communication and ability and desire to explain complex models, forecasting principals and budget recommendations to Senior Management in familiar and non-technical language.
  • Ability to embrace Business Intelligence and Business Process Management concepts, tools and intent.
  • Exceptional proficiency in Microsoft office applications (particularly Excel).

This is not your regular 9-5 position.  The initial 6 months will require considerable input as the Contact Centre is undergoing a significant period of transformation.  If you are a professional looking for a chance to broaden your experience and effect positive change on a far-reaching scale - This is the opportunity for you and an exciting time to come on board and make your mark at Allianz.

 

Come and work at a place where you matter.
Explore all our opportunities now at www.allianz.com.au/careers

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