workforce optimisation analyst/workforce planner in Inner Suburbs Melbourne

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job details

inner suburbs melbourne, victoria
call centre & customer service
job type
reference number
laura mclaughlin, randstad
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job description


Randstad are currently recruiting for an exciting opportunity on behalf of our client, who have a global presence and are well renowned within the property and facilities management industry.


Our client requires a Workforce Optimisation Analyst (Workforce Planner) to join their growing team. The role will be based within the inner suburbs of Melbourne and is easily accessed by public transport. This is a permanent opportunity with an ASAP start for the right candidate. Salary package on offer will be in the region of $75k.

The purpose of this role is to engage with all stakeholders to gain an understanding of service demands. By continuously modelling activity in order to schedule workforce requirements, the aim is to achieve an efficient operation and meet/exceed contractual KPI's. Proactive engagement with stakeholders and acute attention to detail will contribute your success within this role.


  • Continuously working towards and exceeding KPI’s; initiating escalation procedures when meeting KPI’s may not be met
  • Monitoring of forecasted activity and volumes, and optimising workforce planning against these
  • Model our client’s core values in all interactions with all parties; internally and externally through positive interactions
  • Contribute to initiatives to drive an overall customer experience
  • Assign work queues to suitable and relevant skill sets
  • Work within set processes and procedures, whilst continuously keeping up to date with any developments or changes
  • Real time analysis, recommendation and collaboration in relation to unplanned absences, staff shortages, overtime/downtime; administering schedule changes to reflect projections and monitoring adherence to schedules
  • Contribute towards team performance, and training/coaching others
  • Any other duties required


To be considered for this role, candidates must be able to display the following:

  • Previous experience within a similar role
  • Previous experience within a contact centre environment
  • Industry related experience is preferable but not essential
  • Previous use of Automatic Call Distribution (ACD) technology
  • Previous use of forecasting/scheduling software
  • Excellent communication skills
  • Motivated and motivating
  • Strong problem solving and analytical skills with the ability to multi task and prioritise efficiently
  • Contribute effectively to the immediate and over all team and organisation

If you are interested in this role and feel that you meet the criteria, please contact Laura McLaughlin for a discussion on (03) 8319 1254 or email your resume to


workforce planning, optimisation analyst, WFM



educational requirements

Secondary School/High School