El1 Ncc Workforce Planning

3 days ago

Melbourne, Australia Chandler Macleod Full time

**Location***
- Melbourne, Victoria
- **Category***
- Executive
- **Salary**
- $602.55 AUD - $602.55 AUD Daily
- **Posted**
- 08-Feb-2024
- **Work type**
- Casual/Temp
- **Contact**
- Claudia Leiva
- **Reference**
- BH-156884
- **Applications close 15.00 PM AEST, 22nd February 2024**
**Mandatory: Australian Citizenship required to work within Federal Government.**
**Assignment Term: 12 Months Contract**
**Rate: $602.55 pd + Super.**

**About the Organization**:
This leading Federal government agency supports Australian’s in achieving their goals and helps 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.
**About the Team**:
The National Contact Centre Branch undertakes service delivery implementation and enhancement for participants and providers of the Agency.
The Agency National Contact Centre (NCC) is the main communication channel for people to contact the Agency. The NCC responds to enquiries from participants, prospective participants, providers, organisations and the general public.
The NCC completes a range of processing workloads including outbound call campaigns and internal IT support. It delivers a wide range of customer enquiry and contact services related to the entire Agency participant and provider pathway.
**About the role**:
The EL1 Assistant Director NCC Workforce Planning is an important team leadership position within the Agency and will have delegated authority and responsibility to resolve issues and risks across wide-ranging activities of substantial depth involving significant detail. The role requires providing leadership, control, planning, resource management, performance management and decision making for the Team Membership and assigned Contractors working within the work area.
**Responsibilities may include but are not limited to**:

- Leading a multi-functional team in a contact centre environment.
- Providing the end-to-end workforce planning function of the NCC.
- Leading a team responsible for forecasting work effort in a segmented contact centre that includes an insourced and outsourced workforce.
- Ensuring maintenance of capacity and recruitment planning.
- Leading engagement with internal and external stakeholders to inform the NCC planning cycle.
- Having a strong understanding of NCC operations including the drivers of performance in a call centre environment.
- Leading and scheduling activities for agents.
- Responding to short term changes in plans to optimise NCC performance.

**Mandatory**:

- Experience working in a similar role under Australian rules and regulations.
- Capacity and recruitment planning to maintain strategic capacity.
- Leading strong stakeholder engagement to be able to inform on the NCC planning cycle in a way that is appropriate and readily understood.
- Delivering end-to-end workforce planning including rostering, scheduling and forecasting
- Team leadership experience
- Data analytics skills
- Current Police Check, o ability to obtain one.

**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, 22nd February 2024

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