Governance & Risk Lead at Chain IQ responsible for S2C and P2P service delivery excellence. Collaborating closely with internal teams to manage risks and ensure quality compliance.
About the role
- Workforce Planning Manager optimizing resourcing strategies for NDIS plan management and ensuring operational goals are met while collaborating across teams.
Responsibilities
- Forecast demand and develop long-term capacity plans using trend analysis, historical data, and business objectives to ensure resourcing aligns with customer and operational needs
- Optimise telephony routing and multi-channel operations (telephony, email, live chat, case management) to enhance customer experience and support digital channel growth
- Deliver actionable workforce planning reports (daily, weekly, monthly) with KPIs and performance dashboards to provide insights for Contact Centre Managers and Team Leaders
- Monitor and adjust intra-day schedules in real-time, collaborating with Operational Leaders to optimise service levels, resource utilisation, and queue management
- Drive innovation and continuous improvement in forecasting, resource management, and workforce planning systems (e.g., Verint) to boost contact centre performance
- Collaborate with leadership to determine resourcing needs across operational and support areas, balancing service levels with training, meetings, and leave management
Requirements
- Minimum 2-3 years of workforce planning experience in a contact centre environment (30+ seats or equivalent)
- Proven expertise with ACD/telephony systems (Amazon/Verint experience a plus) and CRM platforms (e.g., Salesforce)
- Strong skills in forecasting, modelling, budgeting, and recruitment planning
- Advanced proficiency in MS Excel and data analysis
- Experience managing multi-channel, multi-site workforce planning (including remote teams)
Benefits
- Novated leasing benefits and discounts
- 12 weeks paid parental leave and access to our Parents Portal
- Comprehensive learning and development opportunities to support your career growth
- Sonder digital wellbeing platform , providing personalised support 24/7, plus annual flu vaccinations
- Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
- Exempt Employee Share Plan
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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