Workforce Manager

About the job

Fisher & Paykel is a global company with a strong local heritage. Our origins inspire our culture of curiosity and passion to develop solutions designed around people – these are some of the core elements that make us unique.

We are driven by our values of being trusted, sustainably minded, innovative, generous, and curious. As a team we take a collaborative approach and have a working environment where all ideas are heard, evaluated, and tested against our leading goal – to be the world’s most human-centred appliance brand.

Our Global Contact Centre is on a journey of transformation, and we are looking for an experienced Workforce Manager to be a part of its success. At Fisher & Paykel, we have a 24/7 operation, ensuring that we deliver global support to all our valued clients. In this role, there is genuine opportunity to make this your own and continue to improve and enhance current processes. With drive and passion, you will have the ability to get under the hood of our current operations and influence- make your mark today!

About the role:

You’re an experienced Workforce Planner or Manager who has worked within a global contact centre or a similar environment, omni channel experience is beneficial for this role. The role has accountability for ensuring the creation of forecasts are completed in line with historical and current data, overarching accountability for scheduling to match forecast across, multiple markets, channels and 24/7 contact centre to maintain service levels. You will be responsible for ongoing analysis and reporting of performance against forecast and scheduled level with accountability to drive future change and optimise performance of the centre from a forecasting and scheduling perspective.

We are looking for a solution orientated person and always on the lookout for ways to do things more efficiently. Although process driven, you’re flexible and innovative in your thinking and not afraid to try new approaches. Your outgoing personality will allow you to quickly build rapport and relate to the team in our hands-on and collaborative environment. While you may not have been a manager in the traditional sense, leading by influence comes naturally to you.

• This role is all about the challenge of ensuring we have the right people, in the right place, at the right time, doing the right work.
• As a leader within the Global Support Centre team, you will lead our Workforce Management Function, building relationships with a variety of stakeholders to educate and influence our decision-making processes.
• You’ll be our advisor on all resourcing topics and use your understanding insight and knowledge to analyse, forecast and schedule.
• The hours for this role are standard business hours however our contact centre is a 24/7 environment so some flexibility will be required.
• Comfortable working from home and in the office.