Aps 6 Level

4 weeks ago


Melbourne, Australia HOBAN Recruitment Full time

Our client, a Federal Agency, is looking for an APS 6 Level - Contact Centre Forecasting & Planning Officer to join their team. The APS 6 Level - Contact Centre Forecasting & Planning Officer s accountable under limited direction to undertake complex work that is guided by legislation, policies, procedures, standards, methodologies and precedents.
The position is a team leadership position within the agency and will have delegated authority and responsibility to resolve issues and risks across a range of activities. The role is required to provide leadership, control, planning, resource management, performance management and decision making for the Team Membership within the work area.

You will be working full time hours, Monday to Friday from 8:30am to 5pm in Geelong with a competitive pay rate of $43.82 + Super per hour.

As an APS 6 Level - Contact Centre Forecasting & Planning Officer you will be:

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

Applications close 13th of June. APPLY NOW


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