Workforce Planner
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Tēnei tūranga – About the role
The Workforce Planner is a team member position in MBIE. The Workforce Planner will bring their business understanding and perspective to work in partnership with their manager and other staff.
The Workforce Planner is responsible for ensuring quality and consistency of advice and practices in relation to their contribution to the team’s work.
- The main function of this role is to analyse and plan the work organisation required to best meet the expected Service Centre customer service demand, within the agreed limits of approved budget and FTE levels.
- The Workforce Planner will assess service demand and then plan the level and mix of skills that will be required for the Service Centre to meet its responsiveness targets.
- The Workforce Planner will produce daily, weekly and monthly standard reports, in a timely manner and evolve standard reports to improve presentation and ease of production.
Ngā herenga – Requirements of the role
Personal specifications
- A proven track record of experience and achievement in and a wide-ranging knowledge of managing resources in contact centre environment.
- A service orientated field with a demonstrated commitment to meeting customers’ needs.
- A knowledge of Erlang principles and computation.
- Experience in using Genesys workforce management tool or similar.
- Be internet savvy and have an understanding of how to deal with a variety of online applications.
- A demonstrated knowledge and understanding of Treaty of Waitangi issues and their current implications.
- Extensive contact centre work experience, including time spent in customer service facing roles as well as in a workforce planning, rostering capacity.
- Previous exposure to scheduling is an advantage, as is a basic knowledge of Contact Centre forecasting and scheduling software.
- Must be a NZ citizen or hold a residence class visa.
Takohanga tuhinga o mua – Key accountabilities and deliverables
Delivers quality results which contribute to the Ministry`s outcomes
The Workforce Planner will be required to deliver results in the following areas:
- Plan the forecast for delivery of services, products and programmes that actively support and contribute to the achievement of the Ministry’s outcomes and that deliver to the needs of internal and external stakeholders.
- Provide insights to support rosters and/or schedules that best meet the needs of the business and employees & continually review them for effectiveness, in consultation with Service Centre employees and the Service Centre Leadership Teams.
- Working closely with the Workforce Planning Lead and the Relationship Managers to ensure the business line forecasts are accurately represented for the forward WfM plan.
- Ensure operational effectiveness through devising short-term tactics and strategies to keep customer wait times to a minimum, including last minute roster changes which will require negotiation skills and influence.
- Adjust rosters and events within rosters to optimise flow of work and ensure operational effectiveness and minimise customer wait times.
- Produce forecasting and long-term planning of headcount requirements for Service Centre, with the strategic intent to ensure minimal wait times and value for money spent on resourcing Service Centre.
- Produce daily, weekly and monthly reports.
- Co-ordinate resolution of major faults and system enhancements, including, but not limited to; roster, call recording, IVR messaging and other telephony applications.
Wellbeing, health & safety
- Displays commitment through actively supporting all safety and wellbeing initiatives.
- Ensures own and others safety at all times.
- Complies with relevant safety and wellbeing policies, procedures, safe systems of work and event reporting.
- Reports all incidents/accidents, including near misses in a timely fashion.
- Is involved in health and safety through participation and consultation.
Tō tūranga i roto i te Manatū – Your place in the Ministry
The Workforce Planner position reports into the Manager, Operations Support within the Engagement and Experience branch. The branch sits within Te Whakatairanga Service Delivery group.
To mātou aronga – What we do for Aotearoa New Zealand
Hīkina Whakatutuki is the te reo Māori name for the Ministry of Business, Innovation and Employment. Hīkina means to uplift. Whakatutuki means to move forward, to make successful. Our name speaks to our purpose, Grow Aotearoa New Zealand for All.
To Grow Aotearoa New Zealand for All, we put people at the heart of our mahi. Based on the principles of Te Tiriti o Waitangi / The Treaty of Waitangi, we are committed to upholding authentic partnerships with Māori.
As agile public service leaders, we use our breadth and experience to navigate the ever-changing world. We are service providers, policy makers, investors and regulators. We engage with diverse communities, businesses and regions. Our work touches on the daily lives of New Zealanders. We grow opportunities (Puāwai), guard and protect (Kaihāpai) and innovate and navigate towards a better future (Auaha).
Ngā matatau – Our competencies
Cultivates innovation We create new and better ways for the organisation to be successful by challenging the status quo generating new and creative ideas and translating them into workable solutions.
Nimble learning We are curious and actively learn through experimentation when tackling new problems by learning as we go when facing new situations and challenges.
Customer focus We build strong customer relationships and deliver customer-centric solutions by listening and gaining insights into the needs of the communities we serve and actively seeking and responding to feedback.
Decision quality We make quality and timely decisions that shape the future for our communities and keep the organisation moving forward by relying on an appropriate mix of analysis, wisdom, experience, and judgement to make valid and reliable decisions.
Action oriented We step up, taking on new opportunities and tough challenges with purpose, urgency and discipline by taking responsibility, ownership and action on challenges, and being accountable for the results.
Collaborates We connect, working together to build partnerships with our communities, working collaboratively to meet shared objectives by gaining trust and support of others; actively seeking the views, experiences, and opinions of others and by working co-operatively with others across MBIE, the public sector and external stakeholder groups.
Te Tiriti o Waitangi
As an agency of the public service, MBIE has a responsibility to contribute to the Crown meeting its obligations under Te Tiriti o Waitangi (Te Tiriti). Meeting our commitment to Te Tiriti will contribute towards us realising the overall aims of Te Ara Amiorangi – Our Path, Our Direction, and achieve the outcome of Growing New Zealand for All. The principles of Te Tiriti - including partnership, good faith, and active protection – are at the core of our work. MBIE is committed to delivering on our obligations as a Treaty partner with authenticity and integrity and to enable Māori interests. We are committed to ensuring that MBIE is well placed to meet our obligations under the Public Service Act 2020 (Te Ao Tūmatanui) to support the Crown in strengthening the Māori/Crown Relationship under the Treaty and to build MBIE’s capability, capacity and cultural intelligence to deliver this.
Mahi i roto i te Ratonga Tūmatanui – Working in the public service
Ka mahitahi mātou o te ratonga tūmatanui kia hei painga mō ngā tāngata o Aotearoa i āianei, ā, hei ngā rā ki tua hoki. He kawenga tino whaitake tā mātou hei tautoko i te Karauna i runga i āna hononga ki a ngāi Māori i raro i te Tiriti o Waitangi. Ka tautoko mātou i te kāwanatanga manapori. Ka whakakotahingia mātou e te wairua whakarato ki ō mātou hapori, ā, e arahina ana mātou e ngā mātāpono me ngā tikanga matua o te ratonga tūmatanui i roto i ā mātou mahi.
In the public service we work collectively to make a meaningful difference for New Zealanders now and in the future. We have an important role in supporting the Crown in its relationships with Māori under the Treaty of Waitangi. We support democratic government. We are unified by a spirit of service to our communities and guided by the core principles and values of the public service in our work.
What does it mean to work in Aotearoa New Zealand’s Public Service?(external link) — Te Kawa Mataaho The Public Service Commission
