Workforce Planning Analyst

• Drive workforce strategy and influence key decisions
• Make an impact daily across diverse projects
• Permanent full-time role, based in Melbourne or Hobart

The opportunity to join our team

Are you ready to take the next step in your workforce planning career? At Insignia Financial, we’re looking for a proactive, strategic thinker to join our team as a Workforce Planning Analyst.

Key Responsibilities:

• Implement and execute tactical workforce strategies across our Wrap Client & Adviser Services teams
• Maintain staffing rosters across all skill levels based on forecasted volumes and workloads
• Analyse real-time data to make agile workforce decisions that enhance client outcomes and service levels
• Conduct forecasting on demand volumes, handling times, and arrival patterns
• Use Genesys and Verint WFM to optimise workforce planning across the business
• Implement strategic workforce planning methodologies to meet service metrics and operational targets
• Identify root causes of performance issues and implement opportunities to enhance and meet service level targets
• Support organisational change initiatives by aligning and simplifying processes across teams
• Conduct analysis, produce reports and present findings and recommendations to stakeholders including front line leaders & senior management

What you will bring:

• Minimum 2-3 years’ experience in a customer service environment; exposure to workforce planning desirable
• Tertiary qualification in a business discipline (preferred)
• Operational experience in medium to large, multi-site / multi-channel contact centres
• Strong understanding of call centre systems (e.g., Genesys, Verint) and operational practices
• Excellent business analytical skills and problem-solving ability
• Ability to influence and manage stakeholders at a senior level

To Apply

Read more about why you should join our team https://www.insigniafinancial.com.au/careers/working-with-us/why-join-our-team.

Applicants will be required to provide evidence of their eligibility to work in Australia, and at a minimum be required to undertake police and basic credit checks as a condition of employment.

Please note that applications from agencies will not be considered at this time.

We acknowledge and celebrate the richness that individual differences bring to our team. If you need assistance or an adjustment during the application process, please reach out and let us know.