Performance Optimisation Specialist

5 days ago

Adelaide, South Australia beBeeAnalytical Full time $90,000 - $120,000
Job Title: Performance Optimisation Specialist

We are seeking a skilled Professional to join our Workforce Management Team. The ideal candidate will be able to adapt quickly to a fast-paced environment and identify process improvements.

The Role:

  • Work closely with internal teams to monitor incoming volumes in queues and report on daily attendance schedule adherence of agents in real-time.
  • Ensure optimum service levels are achieved to deliver consistent performance.

Responsibilities include:

  • Real-time monitoring of incoming queues and outbound activity to ensure the day is executed according to plan while making adjustments to changing circumstances in line with business objectives.
  • Understanding contact drivers, business changes, and seasonality to provide variance analysis of forecast to actual results.
  • Ensuring the right skills are applied to the right work at the right time to provide the best outcome for the business in terms of cost, revenue, and customer experience.
  • Optimising plans based on new information and results.
  • Maintaining knowledge of best practice contact centre principles, techniques, and systems to make recommendations for improvements in our business.
  • Establishing key relationships and working closely with the leadership team to understand key activities and translate them into customer contact volumes and required resourcing.
  • Providing support to Team Leaders in accommodating their activities and supporting in organising their weekly workload based on requirements.

Requirements:

  • Demonstrated experience in a similar position using workforce management software.
  • Relevant experience in a large and complex contact centre.
  • Strong analytical, mathematical, planning, and decision-making skills.
  • High level of accuracy and attention to detail.
  • Driven by data, not feeling, seeing stories in numbers.
  • Adept at working with formulas in spreadsheets.
  • Resilient, adaptable, and able to hit the ground running.
  • Not afraid to challenge the status quo and suggest process improvements.

What We Offer:

  • Permanent full-time position.
  • Opportunity to innovate, challenge the norm, and pioneer the way forward.
  • Variety of work where no two days are the same.
  • Flexible working environment.
  • Modern CBD offices with on-site, subsidised canteen and gym.

About Us:

Our organisation is Australia's number one and most influential media organisation with over 150 prestige brands across news, sport, and lifestyle.

Keyword: Analytical

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