Workforce Planner | MBIE Customer Service Centre

Date: 21 Nov 2024

Location:

Wellington, NZ, 5022 Christchurch, NZ, 8013 Palmerston North, NZ, 4410 Auckland, NZ, 1010

Discover a career with purpose at MBIE

Exciting opportunity to work in an engaging and complex environment
Be part of the team to develop and coordinate the strategic direction of forecasting and planning
Permanent Full-time position | Porirua, Christchurch, Palmerston North, Auckland

Salary range: $75,114 - $88,266

Tēnei tūranga - About the Role

At the Ministry of Business, Innovation & Employment, our focus is to grow Aotearoa New Zealand for all – we put people at the heart of our mahi. We are currently seeking a Workforce Planner whose values align with our own, to join the MBIE Customer Service Centre team.

Reporting to the Workforce Planning Manager, the Workforce Planner will support our MBIE Customer Service Centres (MCSC) by developing and driving the strategic direction of forecasting and workforce planning strategies to meet the expected MCSC demand within the agreed limits of approved budget and FTE levels to ensure optimal staff and Client Service Advisors (CSA) resource allocation across all MCSC sites.

As part of the team you will be involved in a variety of tasks which can include but not limited to transition and ongoing governance of the Workforce Planner function, including forecasting, scheduling, real time management of resource needs, reporting and continuous improvement.

If this sounds like you, then this is your next exciting opportunity! MBIE supports a wide range of flexible working arrangements. Talk to us about what might work for both you and us.

Ngā pukenga me ngā wheako e hiahiatia ana - Skills and Experience Required

A proven track record of experience and achievement in effective workforce planning and managing resources in contact centre environment:
Knowledge of Erlang principles and computation as well as 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 have the legal right to live and work in New Zealand.

Ētahi kōrero mō MBIE - About MBIE

MBIE's goal is to create a resilient and high-performing economy that delivers real and ongoing quality of life for all New Zealanders.

We do this by working with others to create an environment that supports businesses to be more productive and internationally competitive, enables all New Zealanders to participate in the economy through improved job opportunities and by working to ensure quality housing is more affordable.

People are at the heart of our mahi, our way of working is guided by our values which shape our behaviours.

Mahi Tahi – Better Together
Māia – Bold and brave
Pae Kahurangi – Build our Future
Pono Me Te Tika – Own It

Our aspirations are echoed in our Māori identity – Hīkina Whakatutuki – which broadly means ‘lifting to make successful'.

MBIE recognises the partnership founded under Te Tiriti o Waitangi between Māori and the Crown and is committed to giving effect to Te Tiriti o Waitangi. We will do this through enduring, meaningful and effective partnerships with iwi, Māori, other Māori groups/organisations and the Crown, as this is critical to enable economic and social development, both for Māori and for wider Aotearoa New Zealand. We are committed to continuing to partner with iwi in order to find new sustainable solutions to address long standing systemic and cross-cutting issues facing Māori and wider Aotearoa New Zealand and we are also committed to identifying opportunities for iwi to lead and creating an enabling environment for iwi to leverage these opportunities.

E mōhio ana a Hīkina Whakatutuki i puea ake te kōtuinga I waenganui i a ngāi Māori me te Karauna i Te Tiriti o Waitangi, ā, kei te whai ia ki te whakaū ake i Te Tiriti o Waitangi. Mā te whai kiko o ngā kōtuinga ahungaroa o ngāi wi, o ngāi Māori, me ētahi atu rōpū Māori ki te Karauna, katutuki tēnei. He āhuatanga nui tēnei e āhei ai ngā mahi whanaketanga ā-ohanga, ā-pāpori hoki ki a ngāi Māori me Aotearoa whānui. E whai tonu ana mātou ki te kōtui atu ki ngā iwi mō te rapu huarahi hou ki te whakaara i ngā kaupapakua roa nei e tāmi ana i a ngāi Māori me Aotearoa whānui, ā, e whai ana hoki ki te tautohu i ngā āheinga kōkiritanga mā ngā iwi, me te tautoko i ngā iwi kia whai mana ake ai ēnei āheinga.

Me pēhea te tono - How to Apply

Click here to view a position description. All applications must be submitted via our online process and include a Cover Letter and CV outlining your interest and suitability for the role. Email Fati Tagata at fati.tagata@mbie.govt.nz quoting ref MBIE/16246 if you have any further questions.

Applications close on Sunday 1 December 2024