Staffing Optimisation Specialist

2 weeks ago

City of Parramatta Council, Australia beBeeRealTimeAnalyst Full time $100,000 - $120,000
Job Summary

We are seeking a skilled professional to join our team as a Real Time Analyst.

  • The ideal candidate will be responsible for analysing and monitoring real-time staffing levels and contact centre volumes.

Main Responsibilities:

  • Ensure smooth daily operations of the customer service centre, meeting goals across various channels.
  • Monitor and drive adherence to schedules, ensuring sufficient resources to meet customer demand and adjusting for any anomalies.
  • Contribute to forecasting, scheduling, and analysing metrics to improve customer service and resource management.
  • Track performance against key performance indicators (KPIs) and identify and escalate any issues that impact service delivery of the service centre.
  • Contribute to scenario planning to test resourcing strategies and assist in designing or improving forecast models.

Key Skills and Qualifications:

  • Strong analytical skills with ability to collect and analyse data from multiple sources.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment with multiple priorities and deadlines.
  • Proficiency in Microsoft Office applications, particularly Excel.
  • Familiarity with customer relationship management (CRM) systems.

Benefits:

This role offers a competitive salary and benefits package, including opportunities for career growth and development.

About Us:

We are a dynamic organisation dedicated to providing excellent customer service. Our team is passionate about delivering high-quality results and making a positive impact on our customers' lives.

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