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Workforce Planning and Reporting Manager

Summary

Salary
Competitive
Team
Customer Service and Inside Sales
Location
Australia - Sydney Parramatta Contact Centre

Dyson is a global technology enterprise. We solve the problems others choose to ignore, with surprising new inventions that defy convention and simply work better. We’re growing fast and our ambition is huge – more categories, more locations and more people.

About us:

Dyson ANZ Customer Care team exemplifies Dyson’s problem-solving ethos. There’s no query our teams can’t answer and there’s no fault our Service technicians can’t fix. Our Customer Care team obsess over the customer experience and strive every day to create an extraordinary experience that matches the quality of our products and reflects our innovative brand.

Our contact centre is an integral part of Dyson ANZ service team. Our Customer Care team is made up of over 90 Advisors and Team Leaders. We are energetic, results driven and most importantly, team players, who share one common goal – delivering exceptional service to our customers.

About the role:

The Workforce Planning and Reporting Manager supports Dyson’s ANZ contact centres to plan and implement strategies to drive service excellence for our owners and people. The role leads a small team co-ordinating three key functions within Customer Care – Business Intelligence, WFM and Reporting.

The 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, building and maintaining reports to measure performance and trend identification within data to support strategic decision-making.

This is a permanent , full time role based in our Parramatta location (pending lockdown lifting)

Key Accountabilities:

  • Maintenance of a detailed Resource plan (spend Vs Budget) for Operational decision making like recruitment or training and coaching

  • Strategic decision making for annual planning, quarterly business reviews and any other business improvements

  • Responsible for Long term and Short-term workload forecasting for Omni-channel environment

  • Support and facilitate training and troubleshooting of IVR and WFM tools to diverse users as required

  • SME for Reporting from platforms of all channels such as Voice, Chat, Emails, Social media and also Workforce planning and CRM related data

  • Provide ad-hoc analysis, trends and insights from the reports available from time to time

  • Facilitate automation of reports and processes in PowerBI or Tableau and PowerApps

  • Identify problems and find solutions by understanding the data and the potential benefit of solutions

  • Mentor, coach and guide a team of Workforce planners and Reporting analysts with common business goals

  • As the SME across system this role is required to support any unplanned challenges that may arise by becoming actively involved in the resolution

About you:

Previous Experience

Pivotal to the success of this role, you will have previous significant experience in a similar role supporting a contact centre in resource planning.

The individual will have extensive skills in forecasting workload, scheduling staff, building and maintaining reports to measure and drive performance.

A suitable individual for this role should be analytical, data driven and be big believer of continuous improvement.

Skills and Qualities

  • Fast paced and energetic self-starter who sees things to completion

  • Big picture thinker with an analytical mindset, easily able to identify trends, patterns and opportunities

  • Proven experience managing multiple systems and an ability to pick things up quickly

  • Excellent communication skills with a consultative and collaborative approach

  • Highly confident using Microsoft Suite and SAP and have previous experience using visualisation tools such as Power BI or Tableau

  • Calm, logical, comfortable with a broad range of personalities

  • Well organized with great time management skills

Benefits

At Dyson, our people are at the heart of everything we do. We value you bringing your whole self to work – your authentic you. We believe that diversity and an inclusive team is what sets us about and brings about great ideas, innovation and growth.

Outside of a competitive salary package, our team members receive impressive product discounts, additional paid annual and personal leave, a generous above market parental leave offering and ongoing learning and development opportunities.

We have a vibrant and diverse culture that is geared towards recognition and realising ambition. 

You’ll also have regular social activities to take part in and you’ll work with a fantastic team of people every day. Innovation is in our DNA and we are excited to adopt new ways of doing things differently, and better.

#LI-DYSON


At Dyson, it's about more than our machines. We recognise that our success comes from our inventive people. We believe in including everybody and supporting you on your journey with us

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. 

Closing date: 31 October 2021