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About the Role
As a WFM Coordinator at Serco, you'll support effective service delivery by translating workforce requirements into accurate, compliant and cost-effective rosters. You'll coordinate scheduling, attendance and employee data, respond to operational changes, and provide timely workforce insights to help leaders maintain coverage, optimise workforce utilisation and meet employee, contractual and business requirements. You'll also maintain the integrity of workforce management information and act as a key liaison between Payroll and Operations for enquiries relating to employee hours worked.
Responsibilities
- Completing end-to-end roster maintenance and ensuring published rosters comply with relevant employment and industrial instruments
- Building, publishing, managing and auditing rosters and baseline demand in accordance with the workforce plan
- Coordinating roster backfill and optimising shifts to meet service delivery requirements
- Ensuring employee attendance data is complete and accurate and managing attendance enquiries
- Managing and auditing employee profile data and user access within the workforce management system
- Supporting workforce management system upgrades, user acceptance testing and system audits
- Providing stakeholders with accurate analysis and evidence-based recommendations to improve workforce planning
- Monitoring roster performance in real time and proactively identifying potential and emerging weaknesses in workforce rosters
- Maintaining high standards of workforce management data integrity and quality
- Providing administrative and coordination support to the Contract Manager and wider team as required
Requirements
- Sound knowledge of business operations, including productivity KPIs, service levels and the interdependencies between quality, productivity, payroll and invoicing
- Advanced knowledge of workforce planning, workforce planning software, associated hardware and CRM systems
- Demonstrated competence in workforce management methodologies
- Strong planning and organisational skills with effective stakeholder engagement capability
- Demonstrated ability to analyse and interpret data accurately
- Experience in workforce planning and scheduling, including managing complex forecasting algorithms across multiple contact channels and stakeholder groups
- Well-developed technical capability across Microsoft Office applications and relevant technologies
Location
- Macquarie Park, NSW
Work Type
- Full Time
- Permanent
- Onsite
- Work from Home (Sunday)
Benefits
- Career development and ongoing learning opportunities
- Supportive leaders and a collaborative team culture
- Benefits to support your wellbeing
- Opportunities to contribute to meaningful services
- A diverse and inclusive workplace where everyone matters
- Long-term career opportunities within a government-backed contract
About the Company
- Serco is a place where you can grow
- Your impact makes a meaningful difference, and we're committed to supporting your professional and personal goals.
- At Serco, we bring together the right people, the right technology, and the right partners to create impactful solutions that address some of the world's most urgent and complex challenges.
- We focus on serving governments all over the globe. The work we do has touched the lives of millions in Australia and New Zealand and offers unique opportunities to leverage your skills across our core capabilities in Health, Defence, Maritime, Justice, Immigration, and Community Services.
Equal Opportunity
- We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGBTIQ+, veterans and people with disability.
- By joining Serco you'll have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.