Who are we?
We're here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring.

The role
The Workforce Planner will support the Customer Experience group with scheduling, rostering and real time management insights to ensure optimal customer and employee experience is delivered.

Some of the key tasks and accountabilities will involve, but are not limited to:

Delivering a capacity plan that supports the operational leadership teams to lead large and multi-dimensional teams that deliver services to our customers across multiple contact channels.
Preparing and administering schedules, static and dynamic/rotating rosters and breaks to deliver optimised supply of resources to match the customer demand profile.
Providing real time management of channel queues, adherence to schedules and proactive identification of operational impacts.
Managing the governance of roster exceptions including shift swaps, attendance (leave), scheduled non-customer facing activity and all other operational factors.
Continually evolving scheduling and real time management processes and solutions
Utilising telephony reporting to articulate operational team performance and forecasted position to Customer Experience leaders.
Administering the allocation and changing of telephony skill sets to ensure customer demand is supported by appropriate resourcing levels.
Providing accurate and timely supply insights to equip frontline leadership and monitoring trends in supply movements.
Fostering close partnerships and actively engage with stakeholders in relation to the delivery of services.
Who are you?
Armed with a customer first mindset and a minimum of three (3) years' workforce planning experience, candidates will be required to possess the following key skills, knowledge and experience:

Proficiency with Workforce Management tools including Avaya, Automatic Call Distribution (ACD) technology, Amazon Connect, Genesys, Salesforce CRM, MS Office suite and business intelligence tools and dashboards.
A thorough understanding and knowledge of contact centre industry, including the ability to drive efficient and effective operations.
Strong understanding of customer data with the ability to analyse and convert insights into measurable and meaningful actions.
Experience working in a fast paced, dynamic and regulated environment with the ability to balance business, customer and employee needs.
Demonstrated experience employing influencing skills to drive optimal outcomes for people, customers and businesses.
Ability to deal with ambiguity with the capacity to develop a clear course of action and make effective business decisions despite, at times having incomplete information.
Strong business acumen with a focus on the customer and the ability to effectively manage stakeholder relationships.
Agility and flexibility to be able to respond to changing priorities.
Advanced computer skills with the ability to navigate multiple systems simultaneously.
What's in it for you?
A commitment to work-life balance with truly flexible working arrangements, including hybrid working and leave purchasing.
15 weeks paid parental leave for all parents and paid super on unpaid parental leave
A range of benefits, including free on-site parking and cultural leave.
A great culture working in collaborative teams with strong work ethics.
Career focused learning and development opportunities.
The opportunity to be part of an organisation committed to environmental initiatives.
Enjoy modern office facilities with panoramic beachfront views.
We're for everyone
We do meaningful work, but how we do it is just as important. We're here to help people live well, protect the environment, and keep healthy water and resources accessible and affordable for all. We know to make a positive difference we need to support our people to be their very best. Flexibility and innovation are at the heart of how we work. But it's our people's collective ambition, authenticity and differences that bring our culture to life.


Our people are as diverse as the communities we serve. Everyone brings a unique voice and a refreshing perspective that keeps us innovating. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers. Even though we're all different, we still share a common goal to deliver healthy water for life.

We encourage applications from Aboriginal and Torres Strait Islander People, members of the LGBTIQ+ community, people with disability and from culturally diverse backgrounds. We aim to provide an inclusive and accessible workplace for everyone. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, or to learn more about the role, please contact: [email protected]

Keen to make an impact?
Click here to check out the position description. We're accepting applications for this exciting opportunity until Sunday 8 September 2024!

This role is remunerated between $101,563 - $110,319 + super and the salary on offer will be commensurate with the successful candidate's skills and experience.

Visit southeastwater.com.au to learn more about us and how we serve our customers.

Company profile
Company Logo for South East Water
South East Water
2.8
·
32 reviews
Aboriginal acknowledgement

South East Water proudly acknowledges our region’s Aboriginal community and their rich culture and pays respect to their Elders past and present. We acknowledge Aboriginal people as Australia’s first peoples and as the traditional owners and custodians of the land and water on which we rely. We recognise and value the ongoing contribution of Aboriginal people and communities to Victorian life and how this enriches us. We embrace the spirit of reconciliation, working towards the equality of outcomes and ensuring an equal voice.

Source: This is an extract from the company's own website.

Aboriginal acknowledgement

South East Water proudly acknowledges our region’s Aboriginal community and their rich culture and pays respect to their Elders past and present. We acknowledge Aboriginal people as Australia’s first peoples and as the traditional owners and custodians of the land and water on which we rely. We recognise and value the ongoing contribution of Aboriginal people and communities to Victorian life and how this enriches us. We embrace the spirit of reconciliation, working towards the equality of outcomes and ensuring an equal voice.

Source: This is an extract from the company's own website.

Show more⁠
Report this job advert
Be careful
Don’t provide your bank or credit card details when applying for jobs.
Learn how to protect yourself
Need to upskill?
Choose from thousands of courses delivered by leaders in education.