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About the Role
CMC Markets is seeking an experienced and analytical Workforce Planner to join the Client Services team. This role is crucial in shaping exceptional customer experiences by owning workforce forecasting, scheduling, and real-time performance across multiple service channels, ensuring both staff support and timely, high-quality client service.
Responsibilities
- Manage workforce forecasts, rosters, and capacity planning across voice, chat, messaging, email, and case management channels.
- Use data and operational insights to identify risks, recommend improvements, and support informed workforce decisions.
- Take responsibility for workforce planning technology, improving system functionality, reporting accuracy, and operational efficiency.
Requirements
- At least 2–3 years' experience in workforce forecasting, planning, or scheduling, ideally within a contact centre environment.
- Strong knowledge of workforce management systems and planning principles.
- Experience developing and maintaining workforce forecasting models.
- A sound understanding of contact centre operations, service levels, and performance metrics.
- Strong analytical and reporting skills, with the ability to turn data into actionable insights.
- Ability to see the bigger picture while keeping a close eye on the details.
- Ability to use data to anticipate challenges and recommend practical solutions.
- Confidence working with stakeholders.
- Comfortable making decisions in a fast-paced environment.
- Motivation by finding smarter ways to improve performance.
Skills
- Workforce forecasting
- Workforce planning
- Scheduling
- Workforce management systems
- Data analysis
- Reporting
- Operational insights
- Process improvement
Location
- Office
Work Type
- Onsite
- Full-time
Experience Level
- 2-3 years
Benefits
- Accrue five additional annual leave entitlements each year (My Days).
- Receive five extra annual leave days after 12 months of employment.
- Enjoy your birthday off.
- Utilise a free annual charity day.
- $0 trades for domestic and international equity orders for staff and family trading accounts.
- Continuous learning and development opportunities (technical and performance training).
- Unlimited access to a dedicated benefits and wellbeing hub.
- Retailer discounts.
- Resources to support physical and mental wellbeing.
- Complimentary breakfast cereals and coffee.
- Culture Club activities (fitness, social events, classes, trivia).
About the Company
- CMC Markets is a global leader in CFD trading and share investing.
- The company's vision is to provide the ultimate trading experience.
- CMC Markets is growing globally and expanding its product offering.
Equal Opportunity
- CMC Markets is an equal opportunities employer committed to creating a diverse and inclusive workplace.
- The company values differences and unique perspectives, seeking them out to achieve better outcomes.