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Resource Planning Specialist

2 months ago

Sydney, New South Wales, Australia Commonwealth Superannuation Corporation Full time
About the Role

We are seeking a highly skilled Resource Planner to join our team at Commonwealth Superannuation Corporation. As a key member of our operations team, you will be responsible for optimizing our contact centre resources to deliver exceptional customer experiences.

Key Responsibilities
  • Develop and implement effective resource planning strategies to meet business objectives
  • Manage and maintain accurate schedules and rosters to ensure optimal coverage
  • Provide intra-day support to frontline teams, including real-time desk management and telephony support
  • Analyse interaction trends and provide recommendations for process improvements
  • Collaborate with stakeholders to identify and address staff issues, training requirements, and future events
Requirements
  • Experience in workforce management processes, preferably in a contact centre environment
  • Genesys Cloud experience is highly regarded
  • Recent experience with rostering and scheduling to contribute to achieving performance objectives
  • Excellent communication and stakeholder engagement skills
  • Technical knowledge of call centre metrics and performance indicators
  • Ability to set priorities, plan, and organize workload with minimal supervision
  • Highly developed computer literacy with proficiency in Microsoft Suite and rostering applications
What We Offer
  • 6-month contract with attractive hourly rates
  • Flexible working environment with work-life balance
  • Opportunity to join a highly experienced and knowledgeable team in a supportive and fun environment
  • Benefit from our commitment to excellence through our core competency framework