Contact Centre Workforce Planner

6 days ago

Brisbane, Queensland, Australia beBeeWorkforceplanner Full time $90,000 - $110,000
Job Description:

We are seeking an experienced Workforce Planner to join our team. The successful candidate will be responsible for ensuring seamless operations in a small contact centre environment.

The role involves driving efficient and quality scheduling, rostering, reporting, and forecasting of current and future workloads. This will enable us to deliver exceptional service to our customers while optimizing our resources.

We are looking for someone with strong analytical skills who can develop robust operational reports to monitor call flow trends. This information will inform strategic decisions related to training and development.

This is a full-time temporary opportunity based in Brisbane CBD. We offer a dynamic work environment with diverse responsibilities and opportunities for personal and professional growth.

Key Responsibilities:
  • Schedule and Roster Management: Develop and implement efficient scheduling and rostering systems to ensure optimal resource allocation.
  • Forecasting and Reporting: Analyze data to forecast trends and develop operational reports that inform strategic decisions.
  • Call Flow Monitoring: Develop and maintain robust systems to monitor call flow trends and identify areas for improvement.
Required Skills and Qualifications:
  • Analytical Skills: Strong analytical skills with the ability to collect, analyze, and interpret complex data.
  • Communication Skills: Excellent written and verbal communication skills with the ability to present information effectively.
  • Operational Experience: Proven experience in workforce planning, particularly within a contact centre environment.
  • Training and Development: Ability to develop and implement training programs and protocols.
  • Organizational Skills: Strong organizational and time-management skills with the ability to manage multiple tasks and priorities.
Benefits:

We offer a fulfilling role where your skills positively impact lives. Our dynamic work environment prioritizes employee mental health and wellbeing, providing opportunities for personal and professional growth.

About Us:

We are a trusted provider of financial services dedicated to empowering Queenslanders. Our CST portfolio delivers exceptional service to our customers, and we are committed to continuous improvement.

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