Forecasting and Planning Officer
1 week ago
Are you an experienced professional seeking an exciting opportunity to make a significant impact on the lives of thousands of Australians with disabilities? HOBAN Recruitment is currently sourcing talented individuals like you for a Contact Centre Forecasting and Planning Officer role with our client, an independent statutory agency.
Join our client's dynamic team and contribute to their mission of supporting individuals with disabilities and their families and carers.
Position Details:
Location:
Robina, QLD
Contract Duration:
Up to 12 months, with the possibility of extension based on business requirements.
Hourly Rate:
$60 per hour
About the Role:
As a Contact Centre Forecasting and Planning Officer, you will play a role in the Agency's National Contact Centre (NCC), which handles enquiries from participants, providers, organizations, and the general public
Your responsibilities will include:
- Developing shortterm highlevel and interval demand forecasts for the NCC.
- Proactively monitoring operational performance and adjusting forecasts to inform resourcing requirements.
- Creating medium and shortterm capacity plans for staffing needs across internal and external contact centres.
- Building workforce schedules aligned with service demand forecasts.
- Identifying vacancies and planning recruitment activities to maintain service delivery standards.
- Managing realtime incidents that impact the contact centre in partnership with management.
- Conducting ongoing monitoring of queue operations and responding accordingly.
- Analyzing data to report on enquiry type drivers and resourcing, improving contact centre performance.
Required Skills:
-
Australian Citizenship is a must.
- Experience in reporting and demand forecasting within a contact centre environment.
- Proficiency in rostering for contact centre operations.
- Familiarity with Contact Centre WFM rostering platforms.
- Advanced knowledge of Microsoft Excel (Power Query, Power Pivot) and MS Office suite.
- Exceptional verbal, written, and interpersonal communication skills.
- Ability to thrive under pressure and meet deadlines.
- Strong analytical and problemsolving abilities with meticulous attention to detail.
- Selfmotivated and able to work autonomously as well as collaboratively within a team.
Desirable Skills:
- Experience with data visualization and manipulation tools (Power BI, SAS, Tableau, SQL).
- Background in Contact Centre Operations, especially in a multiskilling/multisite environment.
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