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Workforce Planning and Reporting Analyst


Competitive + Bonus + Super
Customer Service
Parramatta, Australia

About us

Dyson is passionate about its customer service. Our people have the desire to help and serve others. Located within our Dyson Customer Service Centre, this role will be functionally responsible for all scheduling, forecasting, real-time monitoring, and staffing level analyses across a 200+ FTE contact center operation. We are looking for a strong Workforce Manager who will be able to balance long- and short-term strategy and the day-to-day management of workforce personnel.

About the role

This role is pivotal in facilitating resource planning to maximize Customer experience and Sales for ANZ. This includes forecasting workload, scheduling staff efficiently to meet the workload, maintaining reports that measure performance and identifying trends and patterns within data to support strategic decision-making.


Resource Optimization

  • Long term and short term workload forecasting for Omni-channel environment
  • Maintenance of a detailed Resource plan for Operational decision making like recruitment or training
  • Enhance customer experience by ensuring resources are available to handle workload within SLAs
  • Schedule all off phone activities within Shrinkage target for specified period
  • Raise timely alerts to management regarding over/under staffing to organize additional shrinkage or overtime
Master various Systems to track workload
  • Become an SME for IVR and systems used for voice, chat, email & social workload
  • Understand how to create, modify & administer queues and staff profiles within these systems
  • Become an SME for Workforce Optimization tool for forecasting, scheduling and reporting purposes
  • Become well equipped with using CRM and other systems for reporting purpose as required by management
  • Assist with training and general education of systems that you are SME for
  • Use these systems effectively for strategic decision making, data analysis and reporting
Maintaining Operational reports
  • Provide accurate reporting to allow Operations team to understand performance, factors affecting performance and in effect use these reports to make decisions to enhance agent and contact centre performance
  • Provide timely & consistent reporting on daily, weekly, monthly, quarterly or annual basis as required
  • Metrics that need to be reported on include (but not limited to) Service level, Volume, Forecast variance, Headcount, Attrition, Shrinkage, Occupancy, Scheduling effectiveness, Sales conversion, Reason of customer contact, etc.
  • Highlight trend and anomalies in the data within these reports to draw management’s attention
Other Duties and Responsibilities
  • Stakeholders relationship management by responding to requests in timely and accurate manner with excellent written and verbal communication
  • Deal with high volume of enquiries from internal customers in timely, accurate and most efficient manner
  • Maintain good working relationship with external vendors for different systems and tools used by the team
  • Able to overlook real time management of resources based on changing workload to ensure SLA is met
  • Report on expected SLA based on resource plan with accuracy  
  • Understand the impact to workload & SLAs created by marketing events, delivery delays, shrinkage, inefficiencies or other factors and raise any regularities with management

About you

  • Intermediate level user of Microsoft Suite
  • Analytical mindset and able to identify trends and behaviours in data
  • Excellent written and verbal communication skills 
  • Excellent organizational and time management skills
  • Confident in learning and mastering new systems
  • Managing forecasting and scheduling in a contact centre environment, preferably using a WFM tool
  • Ability to work with different personalities and able to change approach based on customers
  • Ability to work in and embrace a rapidly changing and growing environment with regularly changing priorities and new opportunities
  • Approachable, honest, able to communicate calmly and clearly with internal customers
  • Deals with feedback positively
  • Able to work independently 
  • Seeks direction when in doubt from stakeholders
  • Always works in company’s best interests
  • Doesn’t hesitate voicing their opinion with logic and reasoning to support the opinion
  • Work with fairness and cooperation with customers, stakeholders and vendors
  • Able to accept and adapt to change easily


Dyson Australia monitors the market to ensure competitive salaries. Beyond that, you’ll enjoy an annual bonus. But financial rewards are just the start of a Dyson career. Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, the latest devices and a relaxed dress code reflecting our creative engineering spirit, it’s an exciting team environment geared to fuelling and realising ambition.

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate.