Ideal Candidate for Operations Scheduler Role

2 weeks ago

Perth, Western Australia beBeeCustomerService Full time $69,986 - $82,498

Job Title: Customer Service and Operations Scheduler

The City of Melville is a dynamic, forward-thinking organization that aims to deliver exceptional customer service and operational excellence. We are seeking a talented individual to join our team as a Customer Service and Operations Scheduler.

Key Responsibilities:

- Utilize predictive modelling software to analyze historical data and prepare future workload volume forecasts and optimized daily staffing rosters.
- Assist the Customer Relations Team Leader in identifying changing resource, recruitment, and skill requirements in the Customer Relations Team.
- Develop rosters that ensure operations staff are scheduled and assigned to relevant workflows for maximum efficiency to meet business priorities.
- Ensure that all rosters and schedules are created in line with accurate traffic profiles including historical and current call volumes, customer communications, and transaction volume data, program, and operational requirements.

Requirements:

- Demonstrated experience in a customer relations workforce management or resource planning role.
- Demonstrated experience in a customer relations workload forecasting, creation, and maintenance of staffing rosters, and capacity planning within multi-job role operational channels.
- Experience and working knowledge of call centre and operational processing metrics, and related technology.
- Proficient experience in Excel and Cisco Workforce Optimization.
- Knowledge of using and improving knowledge management systems.
- Knowledge of customer relationship management.

Benefits:

- Free onsite parking
- Up to 10 weeks annual leave per year *conditions apply.
- Superannuation up to 14%*conditions apply.
- Employee wellness program, flu shots, and health assessments free of charge.
- Free membership to Gym, Pool, and Health Lounge (spa, steam, and sauna) facilities.
- Structured professional development, study assistance programs, and more.
- Active Social Club.
- Supportive leadership team.

For Further Information:

- Please contact Syed Abdul - Customer Relations Team Leader - at (08) 9364 0389

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