Workforce Management Lead (Australian Account)

The key focus of the Workforce Management & Reporting Lead is to support and enable the delivery of exceptional customer experience outcomes for our customers. The role will develop a team to ensure the maximum efficiency and productivity of the Customer Care Team.

Responsible for leading the operational performance of the Workforce Management function, including the on-time delivery of interaction and case management forecasting, and resource planning

Workforce Management

• Responsible for the continual review and refinement of forecasting and resourcing planning methodologies, ensuring month-on-month incremental improvement of Workforce Management function’s performance
• Responsible for the day-to-day performance on the members of the Workforce Management Team:

 

Workforce Management Supervisor

• Responsible for the forecasting volumes, planning and scheduling of Customer Care Team members, and leading the WFM Administrators.

 

Real-time Analysts

• Responsible for the performance of the Real-Time Analysts, a and their management of interaction volumes, resource allocation adherence, ensuring Customer Care leaders are engaged to maximise resource efficiencies in order to meet customer and business requirements

 

Reporting Administrators

• Responsible for the performance of the Reporting Administrators, and develop a suite of reporting, capturing daily, weekly and monthly historical data. Highlighting actionable insights, and providing high-level data comparison to improve performance and productivity

 

Team Management

• Provide direction, guidance and training to ensure the continued upskilling of the WFM & Reporting Team, including the development of a successful Team Succession Plan
• Implement and manage a high level of quality control amongst the WFM and Reporting Team, ensuring a consistently high level of productivity and output
• Contribute to the performance improvement of the Customer Care Team, working towards the continued optimisation of operating efficiencies

 

Systems Administration

• Work as a key part of the Customer Care Operations team, actively participate in prioritising and tracking system improvements
• Exhibit a strong understanding of the Salesforce / RingDNA / LiveChat platforms etc.
• Experience Installating and configuring 3rd party WFM platforms
• Development and analysis of customised reports and dashboards
• Ad-hoc project work in collaboration with the Customer Care Operations Manager
• Salesforce / RingDNA / Live Chat subject matter expert (SME) providing support for internal staff queries and escalations, raising support tickets with Salesforce / RingDNA / LiveChat and other systems (as appropriate) and manage through to resolution as required
• Maintain data integrity by conducting regular checks and reviews of system data

 

Stakeholder Management

• Play an active role in the success of the Customer Care Team, participating in team meetings, working in unison with the leadership team to achieve the successful delivery of goals, initiatives and strategic objectives
• Work with the Customer Care Leadership Team on the continual development of performance improvement initiatives

• At least 5 years of experience in a Workforce Management leadership role, preferably within a contact centre environment
• Experience managing a team
• Experience with project management
• Excellent time management, organisational and facilitation skills
• Flexible and adaptable to changing environments
• Experience building effective relationships with key stakeholders
• Thorough understanding of contact centre principles and technology
• High technology skills (Minimum Microsoft Suite: Excel & Access)
• Previous experience in an online eCommerce business is highly preferred
• Good presentation skills
• Must be willing to work in the morning shift following the Australian Timezone
• With a temporary work from home setup with a permanent office location in Bonifacio Global City, Taguig City

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.