Workforce Coordinator Specialist

1 week ago


Brisbane, Queensland, Australia ANZ Full time
Key Responsibilities:

The Workforce Scheduler will play a critical part in ensuring the Bank Contact Centre rosters are optimised effectively to meet customer demand.

You will:

  • Ensure the right number of agents are available at the right times to meet customer demand while maximising productivity and minimising costs.
  • Administer changes to rosters for future weeks and ensures data quality, providing accurate and timely rosters within Enterprise Agreement timeframes.

What will your day look like?

As a Workforce Scheduler, you will:

Schedule Development:

  • Create and maintain weekly and monthly staff rosters that align with forecasted call volumes and service level targets.
  • Ensure optimal agent coverage during peak and off-peak hours to meet customer demand.
  • Complete scheduling requests for regular and one-off requests, liaising with stakeholders as required to ensure correct scheduling
  • Attend and provide input and commentary into weekly meeting content about staffing levels for the future weeks.

Request Management:

  • Process time-off requests (vacation, sick leave, etc.) in accordance with company policy and staffing needs, ensuring adequate coverage is maintained.
  • Communicate approved time-off requests to agents and adjust schedules accordingly.
  • Manage and respond to schedule change requests from agents, evaluating the impact on operational efficiency before approval.
  • Document and track all requests and changes for transparency and accountability.
  • Continuously assess scheduling practices and request management processes to identify areas for improvement.
  • Coordinate with HR and management to ensure compliance with labour regulations and company policies regarding scheduling.

Competencies:

  • Tertiary qualifications in an appropriate discipline Desired
  • Demonstrated experience in management of effective relationships with stakeholders.
  • Contact Centre exposure.
  • Experience in a Workforce Management role.

About the Role:

This full-time position offers a competitive salary of $60,000 - $80,000 per annum, depending on experience, plus benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.



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