Scheduling Coordinator

4 weeks ago

Sydney, Australia Cox Purtell Staffing Services Full time

**Contract Type**:
Temporary

**Location**:
Sydney - New South Wales

**Industry**:
Call Centre & Customer Service

**Contact Name**:
Zoe Rogers

**Contact Phone**:
0292203400

**Date Published**:
06-Mar-2023

Scheduling Coordinator and Customer Service Representative
12 month temporary contract
WFH flexibility
$32-38 per hour + super

Our client is a global software company and they are looking for 2 additional roles to join their TechSupport division.

Role 1 - Scheduling Coordinator/Resource Management Representative (1-2 years experience)

Responsible for two primary areas; (1) The assignment of incidents or cases to the support organization. (2) The workforce scheduling of support teams.

**Duties include**:
Act as the initial reviewer of arriving incidents for the determination of correct assignment group and categorization
Work with tools, other dispatchers, team leads, and managers to determine the best person to handle the incident.
Seek to evenly distribute the workload as well as allow for case assignments to meet Service Level Agreements.
Monitor incoming queues and transfer queues for new incidents and incidents that need to be reassigned.
Schedule technical resources on the Company Workforce Management portal.
Work with managers to build team schedules.

**Requirements**:
More than 1-year of experience working within a customer service environment.
Excellent written and verbal communication skills.
Demonstrated knowledge of technical systems & environments
Ability to multi-task and good organisational skills
Works well under pressure

**Preferrable**:
Familiarity with resource automation systems and software
Previous experience with scheduling or dispatch toolsets.
Experience leading a team or driving projects.

**Duties include**:
Act as the initial reviewer of arriving incidents for the determination of correct assignment group and categorization
Work with tools, other dispatchers, team leads and managers to determine the best person to handle the incident
Monitor incoming queues and transfer queues for new incidents and incidents that need to be reassigned
Schedule technical resources on the Company Workforce Management portal Work with managers to build team schedules

**Requirements**:
0 - 1 year working within a customer service environment.

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