Call Centre Operations Specialist

1 week ago

Canberra, ACT, Australia beBeeResource Full time $80,000 - $120,000
Job Title

We are seeking a skilled and experienced Resource Planner to administer our Genesys Cloud platform.

Key Responsibilities
  • Ensure the stability of telephony operations by implementing robust schedules and workforce management systems.
  • Maintain optimal staffing levels and capabilities to meet customer demand through effective forecasting and resource allocation.
  • Monitor real-time performance and adjust schedules as needed to ensure seamless delivery of exceptional customer experiences.
Requirements
  • Australian Citizenship required.
  • Experience with the Genesys Cloud platform/system is highly regarded.
  • Recent experience with rostering and scheduling to contribute to achieving performance objectives.
  • Technical knowledge within the call centre environment, including call centre metrics.
  • Excellent communication skills with the ability to build stakeholder relationships.
  • Ability to set priorities, plan and organise own workload with minimal supervision and work to tight deadlines while effectively managing competing priorities.
  • Ability to investigate and analyse complex data sets to produce insights and reports to assist achieving strategic outcomes and operational improvements.
What You'll Get
  • 12-month fixed term position, potential for extension or permanency.
  • Opportunities for continuous learning and professional growth, developing expertise as a Subject Matter Expert in Genesys Cloud.
  • Chance to develop strong relationships with key stakeholders across the organisation.
  • Benefit from CSC's commitment to excellence through the core competency framework which underpins all people processes to foster empowerment, continuous development, recognition, and a collaborative culture.

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