Optimising Workforce Performance Specialist

3 days ago

Brisbane, Queensland, Australia beBeeAnalyst Full time $120,000 - $180,000

Job Title: Real-Time Workforce Optimisation Analyst

The Real-Time Workforce Optimisation Analyst plays a pivotal role in ensuring the organisation's contact centre capitalises on its scale through successful real-time management and load sharing across departments.

Key Responsibilities

  • Support a dynamic flexible scalable workforce across contact centres, leveraging common infrastructure, telephony and footprint for scale advantage.
  • Coordinate real-time off-phone activity nationally. This includes recommending and scheduling blocks of time for outbound calls and other activities (e.g., coaching).
  • Accurately collate all activities on a real-time basis to ensure up-to-date intra-day forecasts and accuracy in shrinkage and availability calculations.
  • Make real-time and future-focused recommendations for load balancing across departments to ensure scale is leveraged and results balanced across the network.
  • Provide leave backfill for planning analysts as required.
  • Continues improvement: Identify trends and provide feedback and recommendations into the planning cycle.
  • Contribute to managing the Event Plan to respond and support an optimised end-to-end customer experience.
  • Explore data insights and Contact Centre best practice and bring recommendations for consideration.
  • Undertake productivity and project implementation analysis and scenario modelling as appropriate.

Requirements

  • Tertiary qualifications in an appropriate discipline desired.
  • Strong experience in a variety of workforce/resource planning roles mandatory.
  • Experience in managing effective relationships with stakeholders across a complex organisation mandatory.
  • Experience in an analytical/Real-Time role desired.

The successful candidate will have the opportunity to work in a dynamic environment that values collaboration, innovation and continuous learning. We are committed to attracting and retaining top talent and providing opportunities for growth and development.

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