Strategic Workforce Planning Specialist

2 days ago


Adelaide, South Australia SMAART Recruitment Full time

About SMAART Recruitment:

SMAART Recruitment is delighted to partner with a leading national provider of employment, skills, and support services.

This company has a widespread presence throughout Australia, committed to delivering outstanding services to its partners and customers.

Job Overview:

The workforce planning team is seeking an experienced individual to manage real-time operations for the contact centre.

You will be responsible for conducting quality checks on customer service interactions, providing valuable feedback to the team leader, and upholding key responsibilities in managing real-time operations.

Key Responsibilities:

  • Monitor and analyse call interactions of the Customer Service team to provide actionable insights that enhance staff productivity and service quality.
  • Develop quality assurance programs and contribute to business growth strategies by adopting a forward-thinking approach.
  • Manage real-time workforce allocation to balance service levels and workflows across a 6-day rotational roster and multiple locations nationwide.
  • Support the workforce planning team by forecasting staffing needs using data trends to ensure the centre operates at peak efficiency.
  • Provide timely, detailed reporting for internal and external stakeholders.

Requirements:

  • Experience in managing real-time scheduling and quality analysis for phone-based service levels.
  • Strong understanding of contact centre operations and customer service principles.
  • Excellent attention to detail, with a passion for data analytics and process improvement.

What We Offer:

  • A competitive salary ranging from $70,000 to $75,000 + super, aligned with your experience.
  • Flexible start date before Christmas or first thing in the new year.
  • Hybrid flexibility: work 3 days in-office and 2 days from home, with the convenience of an Adelaide CBD office.
  • Professional growth: access to an annual budget for training and development, with mentorship from experienced business leaders who are invested in your growth.
  • Career advancement: opportunities to develop new skills and progress within a dynamic organisation.
  • Impactful work: play a pivotal role in shaping vibrant futures for both customers and the community.
  • Work-life balance: flexible hours between 7am and 6pm to suit both your lifestyle and business needs.

Join Our Team:

We are looking for an experienced individual to join our team. If you have any additional questions, feel free to discuss them confidentially with Paris at SMAART Recruitment.



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