Workforce Planning Manager
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Tēnei tūranga – About the role
The Workforce Planning Manager is responsible for analysing and planning the workforce requirements needed to best meet customer service demand, within the agreed limits of approved budget and FTE. The primary responsibility of the Workforce Planning Manager is to hold overall accountability for the MBIE Customer Service Centre queue performance and will be responsible for the production of historical, real-time and projected reporting.
The position is also responsible for:
- Thought leadership and practice leadership across the Workforce Management discipline.
- Maximising performance through looking at shift times and shift make up, potential to offer weekend work, parttime work or open after current opening hours.
- Continuous process improvement and actively develops automated processes for reporting and rostering as well as capturing and analysing trends in people movements.
- Leading the Workforce Planning team.
Ngā herenga – Requirements of the role
Personal specifications
- Proven experience in the implementation, delivery and continuous improvement of business and operational planning, performance and reporting systems and processes, including the capture and analysis of information.
- A demonstrated ability to use relevant software applications, including spreadsheets and databases.
- A strategic thinker with proven planning experience and the ability to turn complex conceptual strategies into high level artifacts for senior management.
- Leads workforce planning activities which includes undertaking or directing planning of large upcoming activities or responses to events and incidents.
- Proven experience leading the workforce management function within a call centre environment.
- Demonstrated ability to lead, motivate and develop a high performing team.
- Ability to analyse complex data and make sound judgement to support decisions.
- Strong communication skills, both oral and written, including proven ability to produce clear and concise reports.
- The ability to influence others to achieve the required outcomes through their sound evidence-based knowledge and professional credibility.
- Ability to work with numbers and cost out options to support recommendations with quantitative data.
- Knowledge and experience of business analysis work including working with impact analysis and options development and able to delivery this information clearly for informed decision making.
- Strong interpersonal skills to be able to negotiate and influence decisions around resourcing.
- Knowledge and experience of computer systems and software, including spreadsheets and telephony literacy.
- Completed or demonstrated competence equivalent to ETITO National Certificate of Contact Centre Operations, Level 3 or intend to complete within 12 months.
- Must have the legal right to live and work in New Zealand
Takohanga tuhinga o mua – Key accountabilities and deliverables
Delivers quality results which contribute to the Ministry`s outcomes
The Workforce Planning Manager will be required to deliver results in the following areas:
- Supports the Manager Service Support with the Customer Service Centre’s strategic workforce development in partnership with the wider Customer Service Centre leadership team.
- Provides strategic leadership over workforce planning and real time management of call as well as all the events that will impact on the Customer Service Centre and advises management on the capacity and capability of the Customer Service Centre to respond.
- Works closely with the Head of Customer Service to ensure high quality and regular workforce forecasts are produced to inform resourcing decisions.
- Ensures the development of scheduling options which meet operational requirements and strategic intent to ensure minimal wait times and value for money related to Customer Service Centre resourcing.
- Liaises and negotiates with the Regional Managers to ensure resources are appropriately planned, taking into account the total performance of the Customer Service Centre.
- Full accountability to ensure our people understand and have a commitment to scheduling and adherence philosophies and practices.
- Produces Business Partner reporting and works to provide a strategic vision for Head of Customer Service and Manager Service Support.
- Produces real-time service level reporting for Head of Customer Service, Manager Service Support and the Customer Service Centre leadership team.
Team leadership
- Drives and establishes clear accountabilities, expectations and performance standards with direct reports and ensures regular performance management and development occurs.
- Monitors individual and team performance to ensure that performance targets are met.
- Anticipates future capability and identifies gaps in capability and addresses these gaps through targeted recruitment and development or other actions.
- Identifies and develops talent for key roles in the team.
- Provide mentoring, support and technical advice to team members by developing and delivering training material and best practice guidelines.
Wellbeing, health and 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 Planning Manager position reports to the Manager Service Support within the Engagement and Experience branch. The branch sits within the Te Whakatairanga Service Delivery group.
Matatautanga – Competencies (Leadership Success Profile)
The Leadership Success Profile (LSP) is a leadership capability framework, developed by the New Zealand public sector for the New Zealand public sector. It creates a common language for leadership and establishes what great leadership looks like. You can look at the twelve underpinning capabilities and four leadership characters here: Leadership Success Profile | Te Kawa Mataaho Public Service Commission(external link)
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).
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
