Aps6 Contact Centre Forecasting

2 months ago

Geelong, Australia Chandler Macleod Full time

**About the Organization**:
This leading Federal government agency supports Australian’s in achieving their goals and supporting them to live a better life. Their work has an impact on a significant area in the social sector, and you can contribute to the difference that they make in this role. This agency is known for having a great culture across different teams and have excellent office location Geelong.

**About the role**:
The APS6 Contact Centre Forecasting & Planning Officer is responsible for in supporting the Agency in its participation at all levels of government. You are required to perform work that that involves team leadership and management responsibilities including the setting of priorities and managing workflows of a team.

Responsibilities may include but are not limited to:

- Develop short-term high level and interval demand forecasts for the Agency National Contact Centre.
- Monitor operational performance results proactively, using a systemic approach for changing and adjusting forecasts to inform resourcing requirements.
- Develop and maintain medium and short-term capacity planning for staffing requirements across internal and external contact centres ranging from 50 - 200 seats.
- Build workforce schedules to meet service demand forecasts.
- Identify vacancies and proactively planning for recruitment activities to maintain service delivery standards.
- Manage incidents on real-time situations as they affect the contact centre, partnering and liaising with management when appropriate.
- Conduct ongoing monitoring of queue operations and responding in consultation with Contact Centre management.
- Manipulate, present and analyse data to report on enquiry type drivers and resourcing across multiple NCC channels to inform NCC forecasting and improve contact centre performance.

**MANDATORY**
- Experience working in a similar role under Australian rules and regulations.
- Experience in reporting and demand forecasting in a contact centre environment
- Experience in rostering in a contact centre environment
- Experience in Contact Centre WFM rostering platforms
- Advanced knowledge in Microsoft Excel (Power Query, Power Pivot) and MS Office suite.
- Excellent verbal, written and interpersonal communication skills
- Ability to work well under pressure
- Able to work autonomously and as a team
- Strong analytical and problem-solving skills, high level of accuracy and attention to detail
- Ability to manage multiple priorities
- Demonstrated commitment to ongoing professional development.
- Current Police Check, o ability to obtain one.

**Desirable skills to have for the role**:

- Experience in data visualisation and data manipulation tools (such as Power BI, SAS, Tableau, SQL)
- Experience in Contact Centre Operations, particularly in a multi-skilling/multi-site environment

**What you will bring to the role**:

- Strong communication and interpersonal skills.
- Experience in building relationships both with internal and external stakeholders.
- Ability to work within and across teams, the ability to adapt quickly to a changing environment
- Ability to manage confidential and sensitive information.
- Ability to prioritise and allocate tasks in an efficient manner while also maintaining high work standards and accuracy.

**How to apply**:
**Mandatory: Australian Citizenship required to work within Federal Government.**

**Applications close 15.00 PM AEST, 12TH June 2023

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