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Workforce Planner

3 months ago

Brisbane, Queensland, Australia Hudson Full time

Opportunity to work with a Large Queensland Government Client in Training and Quality Assurance, Rostering and Scheduling, and Performance Management on an 11-Month Contract.

Key Responsibilities

  • Support company's customer contact services by designing effective processes and policies.
  • Establish workforce planning protocols and enhance employee engagement.
  • Provide training and quality assurance services and improve team members' skills.
  • Efficiently manage rostering and scheduling for enhanced service levels.
  • Oversee daily, weekly, monthly, and annual performance of schedules and resources planning.
  • Forecast current and future call volumes accurately.
  • Develop telephone scripts and operational reports to monitor call flow trends.
  • Make recommendations for resourcing requirements and continuous improvement.
  • Coordinate with internal stakeholders for effective workforce planning.
  • Build positive relationships and promote change initiatives.
  • Maintain records for effective planning and decision-making.
  • Participate in recruitment, staff development, and training.
  • Create a positive and safe work environment.
  • Other duties as required.

Highly Desirable Requirements

  • Experience in customer contact centre planning and management.
  • Experience with customer contact centre telephony systems like Genesys Purecloud.

Further details:

8 Hours/day - 40 Hour working week.

To be considered for this position, please submit your application using the appropriate link. Ensure to attach a Microsoft Word version of your CV.

Reference number: BBBH238329
Profession: Human Resources Consulting & Generalist HR

Company: Hudson Australia
Date posted: 24th May, 2024