Coordinator - Workforce Optimisation

3 weeks ago

Perth, Australia Water Corporation Full time

**Coordinator - Workforce Optimisation**
**-**
**11YF**

**Primary Location** WA-Perth - North-Balcatta Office

**Organization** Customer Service
- ** Prominent WA brand and purpose driven organisation**:

- **Permanent full-time opportunity with flexible working conditions**:

- **Salary - $ 92,321 + Super + Benefits**

**Where can water take you?**

Working for Water Corporation means you'll be part of an essential workforce on a very important mission - to secure Western Australia’s most precious resource in the face of climate change.
- You'll get to work flexibly alongside innovators, creators, thinkers and doers to make a meaningful difference to lives all over WA.
- Plus, you'll get the opportunity to carve a career path as diverse as the different backgrounds, experiences and perspectives of our 3500+ people. Where will water take you? The possibilities are endless.

**About the role**:
The Workforce Optimisation team provides all workforce management and services to the Customer Service business unit, including Real Time queue management, forecasting and analytics, and the development and implementation of resource schedules that ensures that all Customer Service sections are effectively resourced to service our customers within agreed targets.

**Your main responsibilities include**:

- Create and maintain Customer Service resource schedules including maintenance of annual leave and unplanned leave, shift swaps and shift preferences 4 weeks in advance
- Responsible for the management of Customer Service intraday performance through proactive real time management
- Assist in the development and maintenance of resource requirements, and short/medium/long term forecasting of customer contacts
- Responsible for key workforce management administration tasks (i.e. exception management, intraday reporting, scheduling activities such as coaching, team meetings)
- Liaise with Leadership Team to ensure they are kept informed as well as managing all off-phone activity, plan and deliver daily and weekly tactical planning meetings to leadership
- Find ways to continuously improve the way we operate, with an aim to promote shift flexibility, reduce manual work, and deliver best in class forecast/planning accuracy

**To be considered for the role you must have the following experience and attributes**:

- Advanced Excel and MS Office suite skills
- Strong knowledge of Contact Centre systems and processes, specifically Workforce Management Tools
- Excellent communication, negotiation, and influencing skills, both written and verbal with colleagues at varying levels
- Ability to work in a team environment whilst dealing with multiple work requests
- Excellent time management skills and an ability to manage multiple tasks
- Adaptable and flexible approach to change
- Understanding of Workforce management industry best practice standards
- Minimum 2+ years’ experience in a similar role within medium-large Contact Centres.

**Apply**:If you are interested in the above opportunity, please submit a covering letter and resume that best demonstrates your ability to meet the requirements of the role.

**Applications close 7 June 2023**

**As part of the recruitment process, you will be required to complete Pre-Employment screening which may include a medical, qualification check, police clearance and Australian working rights check.**

**_ We reserve the right to withdraw this ad prior to the closing date._**

**Our commitment to a diverse and inclusive workplace**:
Water Corporation is committed to creating a workforce that reflects the diversity of our customers and our community. How we will achieve this is outlined in our Diversity and Inclusion Strategy and People and Safety Strategy.

We acknowledge the different skills, experiences and perspectives that people from diverse backgrounds including, race, ethnicity, disability, age, gender identity and sexual orientation bring to the workplace, will only strengthen our workforce.

We are committed to ensuring that our workplace is inclusive, where all our people feel that they belong, are valued, respected and have equal access to opportunities and resources.

We are committed to ensuring an accessible and inclusive work environment to enable people with disability to participate fully in all aspects of employment wherever possible by offering reasonable adjustments including adjustments in our recruitment, selection and appointment processes.”

To learn more about our commitment to diversity and inclusion please visit our website.

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