Workforce Analyst

2 months ago

Melbourne City Centre, Australia Probe CX Full time

At Probe CX, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Supporting our Government Contact Centre, the Workforce Analyst will be responsible for delivering pre planning and intra-day management of staffing resources and drive optimal resource efficiency through accurate scheduling and schedule management, real time support, performance analysis and reporting in addition to providing valued operational input to the contact center(s).

This position is responsible for liaising with all members of the contact centre on a real-time basis in order to manage appropriate staffing coverage, service levels, queue and skill management, adherence (real time & historical), shrinkage management and data capture and produce effective analysis and reporting in order to support client and internal administrative requirements.

Key Details:
- Full Time | Fixed Term Contract to June 2023 with view of extension- Remote work location (Australia)- Rotating roster | Monday to Friday 9:00am to 5:00pm (AEDT)- Australian CitizenshipResponsibilities include, but not limited to:
- Deploy schedules that meet contractual requirements and ensure optimal coverage- Liaise with management to discuss future schedules, availabilities and requirements- Maintain a working knowledge of the contract/s, processes and systems within the centre- Maintain intra-day staffing in order to meet operational and contractual requirements- Make and execute real time management decisions in line with key internal and Client targets- Produce reporting as directed by the required deadlines and timeframes with a high level of- accuracy- Produce and support analysis and commentary around all aspects of WFO processes and- Operational Impacts/Outcomes as directed by the required deadlines and timeframes- Reporting may include (but is not limited to) Daily Heads Up, Adherence, Shrinkage, Client Reporting, Payroll, etc- Escalation of items/callouts/issues as required to manager/s & operational team/stakeholders

Who are you?- You have a similar role in a contact centre environment- You have experience working directly with clients- You have skills in data analysis and building reports- You are a problem solver able to think on your feet in a fast paced environment- You have high level attention to detail and time management skills- You are adaptable and quick thinking when circumstances change rapidly- You understand the importance of having the right number of people ready to provide efficient and effective service- You have high level computer skills (esp MS Excel) and can multi-task effectively

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