Resource Optimisation Specialist

1 day ago

Melbourne, Victoria, Australia beBeePlanner Full time $86,000 - $124,000

About the Role:

We are seeking a highly skilled Workforce Planner to join our team. This is an exciting opportunity to work in a fast-paced environment and make a real impact on our operations.

The successful candidate will be responsible for planning, scheduling, and managing our workforce to ensure optimal customer and employee experience. This includes developing capacity plans, preparing schedules, and providing real-time management insights.

Key Tasks and Accountabilities:

  • Delivering a capacity plan that supports operational leadership teams
  • Preparing and administering schedules, static and dynamic/rotating rosters, and breaks to deliver optimised supply of resources
  • Providing real-time management of channel queues, adherence to schedules, and proactive identification of operational impacts
  • Managing roster exceptions, including shift swaps, attendance, and scheduled non-customer facing activity
  • Continually evolving scheduling and real-time management processes and solutions
  • Utilising telephony reporting to articulate operational team performance and forecasted position
  • Administering the allocation and changing of telephony skill sets

Requirements:

  • Proficiency with Workforce Management tools, including Automatic Call Distribution (ACD) technology, Amazon Connect, Salesforce CRM, MS Office suite, and business intelligence tools
  • A thorough understanding and knowledge of the contact centre industry, including the ability to drive efficient and effective operations
  • Strong understanding of customer data analysis and conversion into measurable actions
  • Experience working in a fast-paced, dynamic, and regulated environment, balancing business, customer, and employee needs
  • Demonstrated experience employing influencing skills to drive optimal outcomes
  • Ability to deal with ambiguity and develop clear courses of action
  • Strong business acumen, focusing on the customer, and effectively managing stakeholder relationships

What We Offer:

  • A dynamic culture that emphasises collaboration and strong work ethics
  • Career-focused learning and development opportunities
  • Access to My Fitness Passport, Employee Assistance Program, annual flu shots, and health checks
  • Work-life balance with flexible working arrangements, including hybrid work options and leave purchasing
  • Life insurance and salary continuance
  • 15 weeks paid parental leave and paid superannuation on eligible portions of unpaid parental leave

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