Workforce Planner - Telephony, Reporting & Workforce Management

Global Transport & Automotive Insurance Solutions – Sydney CBD NSW

GT provides insurance solutions tailored for the transport and heavy motor industry in Australia. We are backed by Allianz Australia Insurance Limited (Allianz), giving our customers the complete peace of mind of knowing their heavy motor vehicles are in trusted hands.

Weprovideour people opportunities to grow and learn new skills, work collaboratively across different areas, and contribute to collective success.

Reportingto the ChiefOperatingOfficer,you willbe responsible forsupporting operational performance throughaccurateforecasting, capacity planning, scheduling, and workforce optimisation across contact centre and claims operations.

This role will play an importantpart, bridging operations, technology, reporting, and workforce planning, helping translate business demand into staffing requirements,while ensuring telephony and reporting systems are configured,maintained, andleveragedeffectively.

Overview:

Thisrole will act as the subject matter expert forworkforce planning and telephony platforms,whilstsupportingoperational leaders through forecasting, capacity modelling, reporting, performanceanalyticsand continuous improvement initiatives.

AstheWorkforcePlanner,you willbe responsible for:

- Developingandmaintainingshort,mediumand long-term demand forecasts.

- Buildingcapacity plans toidentifyresourcing gaps,risksand opportunities.





- Monitoringworkforce utilisation,adherenceand service performance.

- Identifyingopportunities to improve workforce management processes and governance

- Actingas a key user and subject matter expert for telephony and contact centre platforms.

- Supportingtelephony configuration, queue management,routingand workforce reporting.

- Buildand managedashboards and reporting outputs using Power BI,Exceland other workforce management tools.

- Analysingtrends,risksand performance drivers to support decision making.

- Providingactionable insights and recommendations to operational leaders.

Skills & Experience:

- Experience in workforce planning, workforce management or operational planning within a contact centre, insurance, financialservicesor similar environment.

- Solid understanding of forecasting, capacity planning,schedulingand workforce optimisation principles.

- Experience working with telephony or contact centre platforms such asCC4or similar.

- Advanced Excel skills and experience developing dashboards and reports using Power BI or equivalent tools.

- Strong analytical and problem-solving skills with the ability to work with large data sets.

- Excellent communication skills and the ability to translate complex information into practical business insights.

- Proven stakeholder management skills and the ability to influence across all levels of the organisation.

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📌 Workforce Planner - Telephony, Reporting & Workforce Management (New South Wales)
🏢 Global Transport & Automotive Insurance Solutions
📍 New South Wales