Contact Centre Scheduling Assistant

1 week ago

Adelaide Region SA, Australia Defence Housing Australia Full time

Job no: 493020

Work type:
Full Time

Location:
Adelaide

Classification:
DHA Level 4

About Your Team:


The DHA Contact Centre is responsible for delivering timely, consistent and professional customer service to Defence members and their families.

The Contact Centre has three sites in Adelaide, Townsville and Newcastle delivering a

The Contact Centre Support team, located in Adelaide, is responsible for scheduling, quality assurance, client liaison, reporting and a dedicated housing specialist team that provides real time support to consultants on complex housing
issues.

Your Contribution:


You will be responsible for scheduling and rostering of Contact Centre resources across geographically dispersed teams in accordance with legislation and policy.

You will ensure that both internal and external Key Performance Indicators (KPI's) are met whilst optimising efficiency and customer service outcomes.


  • For this role, we will consider how well you:_
  • Optimise resources in a highly regulated Contact Centre environment.
  • Organise, problem solves and make decisions, with sound judgement and attention to detail.
  • Interact with others, including having strong written and verbal communication skills, with the ability to engage with a broad range of stakeholders.
  • Effectively manage priorities, organise workloads and meet deadlines in a fastpaced environment.
  • Innovate, show initiative and provide sound business solutions to identified issues.
  • Demonstrate a high level of data literacy across several programs/platforms.
  • Display a collaborative and consultative approach to working as part of a team.
For further information on the role please refer to the
Position Description within Defence Housing Australia's careers site.

Order of merit - Any merit pools established from this merit-based process will be valid for 18 months from the date of advertising. This merit pool may be used throughout this period to fill similar positions in the event positions become vacant.

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