Resource Planner

Overview

Join to apply for the Resource Planner role at AGL.

12 Month - Fixed Term Contract Opportunity. Join our Call and Resource Planning team in a key Resource Planning role. You'll manage day-to-day operational planning for Voice (Inbound & Outbound) and BPO operations, including scheduling, rostering, and workflow coordination against forecasts. The role ensures resources are optimised within headcount budgets, supports effective intraday management, and communicates changes in resource requirements across the Customer Market. You'll also oversee payroll administration and coordinate the operational plan for up to six weeks ahead.

What you'll be doing

• Optimise Resources for Maximum Impact: Ensure resources are effectively aligned with workload and strategic priorities across Voice, Digital, and BPO operations to deliver seamless service and achieve operational objectives.
• Plan and Manage Schedules: Create, audit, and deliver high-quality schedules and rosters across all lines of business, including accounting for training, meetings, and operational activities to minimise disruption to customer service.
• Conduct intra-day real-time monitoring against both transactional (BPO) and inbound call volumes, highlighting additional resource requirements and performance challenges.
• Build and manage resourcing models for current needs and future initiatives, contributing to new strategies, innovations, and process improvements across operations.
• Payroll and Operational Support: Oversee payroll administration, including leave, overtime, and exception management, while working closely with Operations to ensure quality, compliance, and smooth operational delivery.

About you

• Previous demonstrated experience in Resource Planning and workforce management systems within a contact centre environment; Avaya WFM experience is highly regarded.
• Strong understanding of contact centre telephony systems (e.g., ACD), preferably Avaya Call Management System.
• Strong knowledge of Microsoft Office (especially Excel).
• Ability to respond quickly and decisively to drivers within and external to the business.
• Excellent interpersonal skills including strong relationships with stakeholders, business users and leaders.
• Strong communication skills, both written and verbal.

Benefits

• Flexible working options including hybrid work.
• Discounts on energy, telcos and solar plans.
• Participate in Energise - our reward & recognition program.
• Access 20 weeks of paid parental leave for the primary carer.
• Access to an additional week of recharge leave per year.
• Participation in diversity and inclusion initiatives.
• Novated leasing and Electric Vehicle subscriptions.
• Access to study assistance, AGL's share purchase plan and insurance deals.

Note: Benefits may change over time and vary based on role type and location.

Inclusion at AGL

At AGL, we value diversity and welcome applicants from various backgrounds. AGL is dedicated to maintaining a diverse workforce and encourages applicants to share their lived experiences. We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit: www.agl.com.au/careers

AGL is proud to be a WORK180 Endorsed Employer for All Women.

Pre-employment and Privacy

Our pre-employment screening includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary. The information provided as part of your application to AGL will be managed in accordance with the AGL Privacy Policy. AGL does not accept agency submissions unless approved by a member of the Talent Acquisition team. Candidates submitted by an agency without approval will not be considered.

Location

Docklands, VIC 3008

Job Details

• Job Family Group: Finance and Accounting
• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Customer Service
• Industries: Utilities

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