Contact Centre Workforce Planner & Operations Analyst

Come shape the future of education with us.

At Compass, we’re on a mission to transform the school day for everyone - from staff and students to families and administrators, we build smart, seamless technology that empowers schools to focus on what really matters: learning, growing, and thriving.

That mission has fuelled our growth into a global scale-up, now supporting over 5,000+ schools across three countries, backed by a team of 300+ people. Our all-in-one school management platform is redefining how education communities connect, communicate, and operate.

We’re now looking for a Contact Centre Workforce Planner & Operations Analyst to play a critical role in ensuring our Global OMNI Channel Contact Centre operates efficiently, effectively, and at scale.

About the Role & Team

As Workforce Planner & Operations Analyst, reporting to the Head of Support, you’ll support the efficient and effective operation of our Global Customer Experience Support Team through best-practice workforce planning, forecasting, systems optimisation, and performance reporting.

You’ll ensure we have the right people, in the right place, at the right time, while continuously improving systems, processes, and reporting to support service excellence.

What you'll do:

Workforce Planning and Rostering

• Oversee and optimise a tailored roster management framework that guarantees the right resources are in place to effectively handle projected call and Omni channel volumes, all while meeting our service level goals.
• Analyse call and OMNI volumes to develop capacity and forecast plans, maintaining a strong understanding of Contact Centre operations and anticipated demand.
• Maintain and update daily and weekly rosters, ensuring appropriate time allocation for off-phone and Omni tasks.
• Oversee real-time queue management, supporting Team Leaders with staffing updates and ensuring skills changes are administered accurately and promptly.

Systems and Operations Support and Analysis

• Be a subject matter expert for our Telephony platform, Intercom, managing configuration changes, dashboards, documentation and providing advice and administrative support to management.
• Track, manage and escalate IT and telephony issues, while analysing system performance to identify improvements, risks and optimisation opportunities.
• Analyse operational performance and the impact of change initiatives, making recommendations to improve business processes, service delivery and operational outcomes.
• Manage and maintain Interactive Voice Recording (IVR) & BOT and AI enhancements
• Manage and update Contact Centre's Business Continuity Plan (BCP), Technical Disaster Recovery (DR) and risk management documentation in collaboration with the Head of Global Support.

Reporting, Annual Planning & Budgeting

• Develop, maintain and generate standard, regular and ad hoc reports on Contact Centre systems, operational and business performance within the OMNI system.
• Continually review reporting to ensure it remains fit for purpose and meets management, customer and stakeholder requirements.
• Assist with the development of the annual budget and ongoing budget management of income and expenditure for the business unit.

Requirements:
About You

You’re analytical, systems-oriented and comfortable operating at the intersection of workforce planning, technology, and performance insight.

You bring:

• A minimum of three years’ experience in workforce planning within a Contact Centre environment, ideally OMNI-channel.
• Advanced Microsoft Excel skills.
• Strong reporting (MIS) development and data analysis capability.
• Telephony/PABX configuration knowledge and strong systems literacy.
• The ability to understand and influence system behaviour through analysis of underlying structures.
• Project management capability, with the ability to plan, manage and deliver initiatives to specification and on time.
• A proactive, improvement-focused mindset with confidence to make recommendations that enhance performance and service delivery.

Benefits:
What’s in it for you?

You’ll join a purpose-driven company at a genuinely exciting stage of growth, with the opportunity to directly influence the performance and scalability of our global support function.

What we offer:

• Learning and development opportunities, including a dedicated PD budget.
• 24/7 access to our Employee Assistance Program (EAP), including face-to-face, phone and live chat support.
• A parental leave program for both primary and secondary carers.
• A supportive, inclusive culture where your voice is valued and heard.
• The chance to grow alongside a fast-moving, ambitious organisation.

Compass is proud to be an equal opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees.

Prior to commencing employment, you’ll need:

• A valid Employee Working With Children Check
• A satisfactory National Police Check
• Verification of unrestricted work rights in Australia (e.g. citizenship, passport or birth certificate)

Ready to make a difference?

If you’re excited by the challenge of optimising workforce planning, strengthening systems performance and enabling service excellence at scale, we’d love to hear from you.

Apply now and help us build the foundations that empower schools to focus on what matters most: teaching and learning.

Find out more about Compass on our website - https://www.compass.education/.