Workforce Planner

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.

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 Automatic Call Distribution (ACD) technology, Amazon Connect, Salesforce CRM, MS Office suite (Advanced Excel) and business intelligence tools and dashboards.
• Knowledge and experience with Workforce Management applications, such as Verint, Calabrio, Nice IEX or Amazon Connect Workforce Management will be an advantage.
• 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?

Working at South East Water means you can enjoy a wealth of benefits, starting with the chance to be part of an organisation deeply committed to environmental initiatives and sustainability; one who has been recognised as one of the top 101 Workplaces for Women in Australia by Work180 for the past two consecutive years.   

South East Water cultivates a dynamic culture that emphasises collaboration and strong work ethics, supported by career-focused learning and development opportunities. 

As a SEW employee, you can enjoy the following offerings from our benefits package: 

• Access to My Fitness Passport, an Employee Assistance Program (EAP), annual flu shots, and health checks.  
• Work-life balance with flexible working arrangements, including hybrid work options and leave purchasing.
• Life insurance and salary continuance. 
• 15 weeks paid parental leave and paid superannuation on eligible portions of unpaid parental leave.
• Additional leave offerings, such as cultural and ceremonial leave and study leave.  
• Head office with modern facilities and panoramic beachfront views, a separate parents' room, a prayer and meditation room, an onsite cafe, and free parking. 
• Opportunity to be part of great initiatives involving the local community.

We're for everyone

Our people are as diverse as the communities we serve. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers.  

We are deeply committed to Diversity, Inclusion, and Belonging, and we encourage applications from Aboriginal and Torres Strait Islander peoples, LGBTIQ+ individuals, people with disability and jobseekers of all ages and cultures. We aim to provide an inclusive, accessible workplace where everyone is welcome, safe, and celebrated. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, please reach out to our Talent team at careers@southeastwater.com.au. 

Keen to make an impact?

Click here to check out the position description. We're accepting applications for this exciting opportunity until Thursday 29 May 2025!

To be considered for this opportunity, you must hold unrestricted working rights for the period of employment at the time of application.  Successful candidates will also be required to undergo a number of pre-employment checks, including a police records check. 

South East Water operates a 24/7 service environment. Whilst this role does not involve after-hours rostered duty, all employees may be required to provide out of hours support from time to time as required. 

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