Workforce Coordinator

2 weeks ago

Newcastle, New South Wales, Australia Greater Bank Full time

About the role


Reporting to the Contact Centre Workforce & Systems Specialist, you will manage the workforce planning, intraday scheduling, platform administration and analysis within the Contact Centre.


You will help ensure the performance trend of multiple Contact Centre inbound and outbound channels are optimised with adequate resourcing and accurate demand forecasts to deliver optimal outcomes to the customer and employees.


What this position does
You will be a proactive and analytical individual with demonstrated experience handling workforce systems or customer engagement platforms.

  • Day to day coordination of workforce planning, intraday scheduling, platform administration and analysis within the Contact Centre to provide an effective, efficient and timely service to internal and external customers.
  • Support the Contact Centre Leadership Team with intraday schedule adherence to ensure agreed customer SLAs are met
  • Support with Contact Centre rosters schedules and manage leave requests
  • Report, analyse and measure team performance in relation to workforce goals
  • Take action to identify and act on operational improvements

What we're looking for

  • Minimum 3 years' experience in a Contact Centre environment, preferably with experience in workforce planning digital and call management platforms
  • Strong computer skills (Excel and Word) and other programs associated with workforce planning
  • High School Certificate or equivalent
  • Strong communication analytical and reporting skills
  • Experience working independently in a professional fast paced environment
  • Experience working with Genesys Pure Cloud would be highly advantageous

What can you expect from Greater Bank?

  • Award winning Financial Services Organisation
  • Genuine focus on your career development with access to internal and external training
  • More than just pay, our health and wellbeing program is centred around worklife balance and flexibility
  • Opportunity to make a difference in our community
  • Work in an environment where people are at the heart of everything we do

About us
We've been helping the people of NSW and South East QLD with their banking needs for over 75 years.

At Greater Bank, we are on a journey that is being driven by our people to ensure we remain positioned to support our customers for generations to come.

Become part of the team that is helping to transform the way we do banking.


Our next chapter looks to build upon our strong foundations Our customers voted in favour of a merger with Newcastle Permanent creating a regional powerhouse based here in Newcastle and providing an unparalleled opportunity to grow and innovate.

Don't delay Join us and be part of our exciting journey.

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