Workforce Planning Analyst

Join Our Team

Origin Energy has an opportunity for a Workforce Planning Analyst to join our team in Melbourne. This role is key to ensuring we have the right people in the right roles at the right time to meet our operational demands, particularly within our contact centre or field operations environment.

Key Responsibilities

• Develop and maintain workforce planning models and forecasts (short-term and long-term).
• Analyse workforce data, call volumes, handling times, and shrinkage to identify trends and insights.
• Generate schedules and rosters to optimize resource allocation and meet service level targets.
• Monitor real-time adherence and performance, making adjustments as needed.
• Produce regular reports on workforce performance, capacity planning, and forecasting accuracy.
• Collaborate with Operations, HR, and Finance teams on workforce strategies.
• Identify opportunities for process improvements in workforce management.

Is This You?

• Proven experience in a workforce planning, scheduling, or forecasting role, typically within a contact centre or similar operational environment.
• Strong analytical skills with experience using WFM software (e.g., NICE IEX, Verint, Genesys).
• Advanced proficiency in Microsoft Excel.
• Excellent attention to detail and accuracy.
• Good communication skills, with the ability to present data effectively.
• Understanding of contact centre metrics and operations.
• Relevant qualifications or equivalent experience.

Tagged as: 3 to 5 years