Workforce Manager (NV1/NV2)

Job Description

XPT Software Australia Pty Ltd | Contract Melbourne, Brisbane, Canberra, Sydney, Australia | Posted on 02/20/2025 Country Australia About Us About XPT XPT Software Australia PTY Ltd, incorporated in 2016, is a Software Services company. XPT works with top clients across Australia in Banking, Insurance, Telecom, Retail, Energy, Mining and Manufacturing domains. We have 120+ technocrats in Australia working at our client locations. XPT Software Australia is part of group companies which has global presence across India & Europe. We have served 100+ clients globally, fulfilling their onsite-offshore needs. Job Description Responsibilities Responsible for managing the designated workforce team composed of Workforce specialists, MIS/Real Time Analysts. Spearheads standardization, alignment, and automation of workforce processes together with other workforce leads. Responsible for governance of workforce metrics across engagements handled. In charge of capacity planning, forecasting, scheduling, real-time management and reporting, providing analytics and feedback to necessary stakeholders of workforce strategies to meet SLAs and requirements. Lead in creating, initiating, and updating workforce processes. Coaches, develops and handles progression of designated workforce specialists, MIS and RTAs. Responsible for ensuring that all workforce-related tools, software, and capabilities are set and ready for team’s use. Responsible for designating sizing requirements by Global Solutions Design team to workforce specialists. Reviews and tracks progress of requests sent to workforce team. Develop and implement internal audit across all workforce processes ensuring accuracy and timeliness of team deliverables. Act as a primary administrator of workforce tools such as Verint and AVAYA. Accomplish assigned tasks & projects as required. Requirements Working knowledge and technical understanding of Workforce Management principles and calculations (COPC). 3 years call center experience working as a Workforce Supervisor or its equivalent. Interface effectively and professionally with all levels of management both internally and externally. Excellent oral and written communication skills. Must be able to adapt to schedule changes to meet operational demands. Must be willing to work independently with minimal supervision and be assigned to multiple sites onshore or offshore. Demonstrates professionalism and integrity at all times. Minimum Requirements Candidate must possess a Bachelor’s / College Degree in any field. (Courses related to Mathematics and Actuarial Sciences is a plus). At least 5 years call center experience working within Workforce Management. Excellent in using MS Office products (Excel, Word, Access, Outlook, PowerPoint). Background on automation through MS Excel VBA is a plus. Proficient in using Workforce Applications such as Aspect, Genesys, and AVAYA. Other workforce tools such as Verint, Cognos, Tableau and Infopac will be useful. Experience in Scheduling, Forecasting, Capacity Planning, and Reporting Background required. #J-18808-Ljbffr