WorkforcePlanner

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose. ****About the Role**** The Workforce Planner is responsible for all aspects of workforce planning, developing operational best practice, resource plans and forecasting for all customer contact. With a focus on efficiency, resource optimisation and continuous improvement, this role ensures optimal resources are available to meet customer demand and exceed service standards. This role is critical in supporting a high performing team that focuses on continuous improvement, effective communication and ensures member experience is always consistent with business goals and strategic needs ****Key Responsibilities:**** * Develop and Implement Resource Plans: Create and maintain complex resource plans to meet future resourcing needs and achieve business targets. * Analyse and Forecast Workforce Needs: Track historical metrics, model "what if" scenarios, and proactively recommend recruitment and skilling strategies to maximize efficiency. * Lead Workforce Planning Initiatives: Establish strategic approaches to workforce planning, engage stakeholders, and collaborate to forecast future requirements for recruitment, technology, and wider workforce support. * Provide Insights and Support: Respond to business needs, develop strategic workforce models, manage payroll as required, and provide performance reporting. ****Required Attributes:**** * Experience in Contact Centre Workforce Planning, Scheduling, and Analytics. * Stakeholder management and c