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Workforce Planner & Reporting Analyst

Summary

Salary
Competitive + super + bonus
Team
Customer Service
Location
Sydney - Australia

Description

This role is pivotal in providing a clear understanding of our customer service performance, our people and processes to ensure we have the right people and processes in the right place at the right time. This role will be responsible for creating an agreed set of reports which will measure performance and identify trends and behaviours within the data to improve the customer experience.


Accountabilities

Reporting directly in to the Head of Customer Service, ANZ this role plays an integral part of our Customer Experience team from a systems, insights and reporting perspective. Responsibilities will include:
  • Understanding the core fundamentals of our Customer Service business by creating reports needed to monitor all known activity and provide insights in to trends and opportunities
  • Contribute to the monthly management report back
  • Manage headcount forecasting and create rosters and break rosters for contact centre based on call patterns, seasonal and promotional activity
  • Be the subject matter expert for the contact centre telephony system and be confident in reporting capabilities within the product
  • Understand how to create queues, amend queues and skill sets to ensure the system is fully leveraged
  • Own the daily queue management real time and continually ensure that scheduled people are productive at the right time
  • Own all data for predicting customer experience, deep diving in to all systems that form part of customer experience and look for trends which include opportunity and customer concerms
  • Engage with key members in the customer experience team and pro actively support team leaders to better understand business units and drive positive change within the business

Skills

To be successful in this role it is key that you have demonstrated experience in providing business insights and managing large amounts of data, along with the following:
  • Managing forecasting and scheduling in a contact centre environment 
  • Forecasting and creating rosters
  • Headcount management
  • Experienced in the use of SAP
  • Able to create report packs and business cases relevant to audience
  • Proven business planning 
  • Consultative and collaborative approach with the ability to communicate at all levels
  • Fast paced self-starter who sees things to completion

Benefits

Dyson Australia monitors the market to ensure competitive salaries. Beyond that, you’ll enjoy an annual bonus. We also offer exceptional product discounts to employees as well as for friends and family. 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 fueling and realising ambition.