Strategic Resource Optimiser

6 days ago

Melbourne, Victoria, Australia beBeeWorkforce Full time $98,765 - $123,456

Delivering great service starts from within.

An exciting opportunity to make a difference is available in our broadband team. You will play a vital role in optimising resourcing strategies to meet customer needs and operational goals.

You'll analyse trends, forecast demand, and develop scheduling strategies to enhance efficiency and service excellence. Your insights will drive resource allocation, scalability, and customer service performance, ensuring the right people are in the right place at the right time.

About This Role:

  • Forecast demand and develop long-term capacity plans
  • Manage staff scheduling, ensuring efficiency, engagement, and compliance
  • Develop telephony routing models to optimise call flow and customer experience
  • Drive innovation in forecasting, resource management, and contact centre performance
  • Monitor variances, implement real-time management strategies, and enhance efficiency
  • Maintain accurate workforce data for planning and reporting
  • Communicate emerging schedule challenges and solutions to stakeholders.

About You:

You will have proven workforce planning experience, ideally gained in multi-channel contact centres. You will demonstrate:

  • Proven experience in forecasting, modelling, budgeting, and recruitment planning
  • Proficiency in workforce management systems
  • Extensive knowledge of contact centre operations
  • Strong communication, negotiation, and interpersonal skills
  • Self-motivated with the ability to work independently
  • Creative thinker with strong analytical and problem-solving skills
  • Preferably, a tertiary qualification in Business, IT, or a related field.

About Us:

We are committed to fostering a diverse, inclusive workplace where everyone is welcome, and all applications are evaluated on merit and potential. We encourage applications from people living with disabilities, culturally diverse people, any stage in life, people with intersex variations and people within LGBTQ+ communities.

Please note background checks may be required during your employment. Please note unsolicited CVs from agencies will not be accepted.

We acknowledge Aboriginal and Torres Strait Islander Peoples as the Traditional Custodians of country throughout Australia.

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