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Workforce Planning Manager


Any Industry
Source: uWorkin


  • Full-time, permanent - reports to Head of Customer Experience
  • Based in Oakleigh - close to PT & free-parking on site
  • Design, manage & construct accurate forecasting models to manage operational resources & aid workforce optimization
The Role:

The Workforce Planning Analyst is responsible for the effective scheduling and rostering of operational resources across the Contact Centers, ensuring service targets are effectively planned for whilst balancing efficiencies with customer satisfaction and company policies.

To achieve this the successful incumbent will effectively track and analyze all Contact Centre activity to design, manage and construct accurate forecasting models. Additionally, they will support the business by proactively managing staffing resources to match risks and opportunities as they occur.

Key Duties:

  • Design, implement and manage an effective workforce optimization strategy in conjunction with the CX Manager;
  • Support strategic initiatives through accurate forecasting, planning and rostering of staff;
  • Perform regular statistical analysis of past staffing trends and customer demand to create schedules that match resource levels to forecast requirements;
  • Liaise with the CX Manage regarding any weekly staff issues, requirements and to ensure all future events are accounted and planned for;
  • Continuously review and provide input into the introduction of new resource planning strategies, innovations, and process improvements that facilitate strategic objectives;
  • Manage annual leave in line with budget allowances and forecast requirements;
  • Conduct workforce modelling to determine resource optimization;
  • Liaise with Talent Acquisition to develop recruitment plans
Essential requirements:
  • Tertiary qualification in Business, Commerce or related discipline or equivalent industry experience;
  • 5+ years’ experience in a Workforce Management or data analysis related role within a demand-driven, customer support environment;
  • Ability to build and leverage relationships with senior leadership to effectively drive change on major, complex and long-lasting initiative;
  • Exceptional analytical skills with high attention to detail;
  • Demonstrated ability to adapt to shifting priorities, demands and timelines through analytical and problem-solving capabilities;
  • Experience working in a team-orientated, collaborative and consultative environment is essential; 
  • Must be a non-smoker
Who we are:

A2B is the market leader in the personal transport sector and is a leading innovator of payment solutions and communication platforms. A2B is home to brands including 13cabs, Cabcharge, EFT Solutions, and Mobile Technologies International.

Our customers come from all walks of life and so do we. At 13cabs we hire great people from a wide variety of backgrounds to enable us to meet our vision in making the world a safer and more equitable place for all. We’ll consider all applications that meet the selection criteria and warmly encourage people at all stages, backgrounds and experiences in life to apply for roles with us, including Aboriginal and Torres Strait Islander people.

13cabs is committed to creating a diverse environment and is proud to be an equal opportunity employer.
Special conditions - 13cabs operates a smoke-free working environment. Smokers need not apply.

How to apply:
Click "Apply Now" to submit your resume and a brief cover letter telling what piqued your interest in this opportunity.