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Workforce Planner

What’s the role? Your role is responsible for producing forecasts, rostering and real time management of the available resourcing to achieve organisational KPIs within budget. Real time monitoring of incoming queues and outbound activity to ensure the day is executed according to plan while making adjustments to changing circumstances in line with business strategic objectives Understand contact drivers, business changes and seasonality in order to provide variance analysis of forecast to actual results Forecast volumes in all inbound channels at intraday intervals and required resourcing Forecast required resourcing in outbound channels in order to meet revenue objectives and cover all leads Ensure the right skills are applied to the right work at the right time to provide the best outcome for the business in terms of cost, revenue and customer experience. Optimise plans based on new information and results Maintain knowledge of best practice contact centre principles, techniques and systems in order to make recommendations for improvements in our business.

Establish key relationships and work closely with the leadership team, understand key activities and translate them into customer contact volumes and required resourcing. Provide recommendations on skills, training and recruitment within the centre to ensure the right availability of resources at all times. This is a role where every day is different, with a new problem to solve Who are you? Demonstrated experience in a Workforce Planner position using WFM software Relevant experience in a large and complex Contact Centre Demonstrated analytical, mathematical, planning and decision making skills High level of accuracy and attention to detail Driven by data, not feeling, you see stories in numbers Adept at working with formulas in spreadsheets Resilient, adaptable and able to hit the ground running Not afraid to challenge the status quo and suggest process improvements Able to build collaborative relationships with internal customers What’s in it for you? Collaborative environment Flexible working options Opportunity to innovate, challenge the norm and pioneer the way forward Variety of work where no two days are the same Work with some of Australia's most recognised and prestigious brands Make a difference as part of Australia’s most influential media organisation Who are we? We are Australia’s number one and most influential media organisation with more than 150 prestige brands across news, sport and lifestyle.

Each month more than 17 million Australians choose to consume news and information from our digital and print products – more than any other media group in Australia. Where do I sign? Apply now or for more information on careers at News Corp Australia visit www.newscorpaustralia.

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Date31 October 2020

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