Workforce Planner | MBIE Customer Service Centre at Ministry of Business, Innovation and EmploymentDiscover a career with purpose at MBIEExciting opportunity to work in an engaging and complex environmentBe part of the team to develop and coordinate the strategic direction of forecasting and planningPermanent Full-time position | Porirua, Christchurch, Palmerston North, AucklandSalary range: $75,114 - $88,266At the Ministry of Business, Innovation & Employment, our focus is to grow Aotearoa New Zealand for all – we put people at the heart of our mahi. We are currently seeking a Workforce Planner whose values align with our own, to join the MBIE Customer Service Centre team.Reporting to the Workforce Planning Manager, the Workforce Planner will support our MBIE Customer Service Centres (MCSC) by developing and driving the strategic direction of forecasting and workforce planning strategies to meet the expected MCSC demand within the agreed limits of approved budget and FTE levels to ensure optimal staff and Client Service Advisors (CSA) resource allocation across all MCSC sites.As part of the team you will be involved in a variety of tasks which can include but are not limited to transition and ongoing governance of the Workforce Planner function, including forecasting, scheduling, real-time management of resource needs, reporting and continuous improvement.If this sounds like you, then this is your next exciting opportunity! MBIE supports a wide range of flexible working arrangements. Talk to us about what might work for both you and us.Nga pukenga me nga wheako e hiahiatia ana - Skills and Experience RequiredA proven track record of experience and achievement in effective workforce planning and managing resources in a contact centre environment.Knowledge of Erlang principles and computation as well as experience in using Genesys workforce management tool or similar.Be internet savvy and have an understanding of how to deal with a variety of online applications.A demonstrated knowledge and understanding of Treaty of Waitangi issues and their current implications.Extensive contact centre work experience, including time spent in customer service facing roles as well as in a workforce planning, rostering capacity.Previous exposure to scheduling is an advantage, as is a basic knowledge of Contact Centre forecasting and scheduling software.Must have the legal right to live and work in New Zealand.Applications close on Sunday 1 December 2024Employer: Ministry of Business, Innovation and EmploymentLocation: Auckland; Canterbury; Manawatu - Wanganui; Wellington
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