Senior Workforce Optimisation Specialist
4 days ago
As a seasoned professional, you will have the opportunity to make a tangible impact on our business operations by administering our Genesys Cloud platform. Your key responsibility will be to provide expert workforce planning and intraday management, ensuring seamless customer experience delivery.
We are seeking an individual with a strong technical background in call centre environments, including metrics analysis and forecasting. Excellent communication skills and the ability to work under pressure are essential for this role.
Key Performance Indicators include:
- Optimising workforce schedules to meet fluctuating demand
- Providing accurate short- and long-term forecasting to inform business decisions
- Maintaining high levels of customer satisfaction through effective resource allocation
To excel in this position, you will require:
- Australian citizenship is mandatory
- Recent experience with rostering and scheduling software is highly desirable
- Technical knowledge within the call centre environment, including metrics analysis
Benefits of this role include:
- 12-month fixed term contract with potential for extension or permanency
- Opportunities to develop expertise as a Subject Matter Expert (SME) in Genesys Cloud
- Chances to build strong relationships with stakeholders across the organisation
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