Workforce Planner | Auckland
|Position Type:||Full Time|
|Attachments:||No File Attached|
|Application Close Date:||25-May-2018|
Goodman Fielder is a leading food company across Australia, New Zealand and Asia Pacific. Our products cover every meal occasion, including breakfast, lunch, dinner and snacks. We produce and market bread, milk, margarine, flour, dressings, condiments, mayonnaise, frozen pastry, cake mix, desserts, sauces, vinegar and cooking oils.
Together, we manufacture, distribute and market a broad range of brands and products and operate in number one or two market share positions in most categories in which we compete. Our mission is to meet our customers' needs for superior quality and nutritious everyday foods with brands that are trusted by families everywhere.
The role of our Customer Service Centre is to provide our customers in New Zealand and Australia with easy access to a range of support services including order management and issue resolution while ensuring we keep our customers front of mind. Our workforce management team is an integral part of our contact centre operation responsible for ensuring an efficient and productive workforce.
The Workforce Planner is tasked with monitoring staff in our customer contact centre; ensuring case workloads and volumes are managed effectively and service levels are met.
This role is vital to ensuring our teams are working efficiently & effectively and our customers are able to interact with us in a timely manner.
- Experience of working in a contact centre environment
- Good with numbers, data and reports & an ability to identify anomalies & trends
- Strong collaboration & communication skills - both written & verbal are essential
- High attention to detail
- An ability to work unsupervised and manage own time effectively
- Experience with WFM software (Genesys / Monet / Verint) - preferable rather than essential
To be successful in this role, you will be passionate about customer service and have the ability to balance service delivery with the competing needs of a range of stakeholders. You will also need to be flexible with your work pattern as our centre is open Monday - Sunday, therefore some weekend work may be required.
Interested in other opportunities? To keep up to date with other Goodman Fielder career opportunities, set up a profile and job alert so we can notify you of any jobs which may interest you. To set-up a profile please enter our careers page and click Register to submit your details.