Job Description
Workforce Planner - Telephony, Reporting & Workforce Management
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Global Transport & Automotive Insurance Solutions – Sydney CBD NSW
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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.
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Weprovideour people opportunities to grow and learn new skills, work collaboratively across different areas, and contribute to collective success.
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Reportingto the
ChiefOperatingOfficer,you
willbe responsible forsupporting operational performance
throughaccurateforecasting,
capacity planning, scheduling, and workforce optimisation across contact centre and claims operations.
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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.
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Overview:
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Thisrole will act as the subject matter expert forworkforce planning and telephony
platforms,whilstsupportingoperational
leaders through forecasting, capacity modelling, reporting,
performanceanalyticsand
continuous improvement initiatives.
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AstheWorkforcePlanner,you
willbe responsible for:
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Developingandmaintainingshort,mediumand
long-term demand forecasts.
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Buildingcapacity plans
toidentifyresourcing
gaps,risksand opportunities.
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Monitoringworkforce




utilisation,adherenceand
service performance.
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Identifyingopportunities
to improve workforce management processes and governance
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Actingas a key user and subject matter expert for telephony and contact centre platforms.
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Supportingtelephony
configuration, queue
management,routingand
workforce reporting.
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Buildand managedashboards and reporting outputs using Power BI,Exceland other workforce management tools.
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Analysingtrends,risksand
performance drivers to support decision making.
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Providingactionable
insights and recommendations to operational leaders.
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Skills & Experience:
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Experience in workforce planning, workforce management or operational planning within a contact centre, insurance,
financialservicesor
similar setting.
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Strong understanding of forecasting, capacity
planning,schedulingand
workforce optimisation principles.
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Experience working with telephony or contact centre platforms such asCC4or similar.
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Advanced Excel skills and experience developing dashboards and reports using Power BI or equivalent tools.
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Strong analytical and problem-solving skills with the ability to work with large data sets.
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Excellent communication skills and the ability to translate complex information into practical business insights.
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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