Operational Planner

1 week ago

Melbourne, Victoria, Australia beBeeResourceCoordinator Full time $95,000 - $110,000

As a Resource Coordinator, you will play a vital role in ensuring the smooth operation of our Contact Centre. Your primary responsibility will be to manage day-to-day operational planning for Voice and BPO operations.

About the Role
  • Optimise Resources: Ensure resources are effectively aligned with workload and strategic priorities across Voice, Digital, and BPO operations to deliver seamless service and achieve operational objectives.
  • Plan and Manage Schedules: Create, audit, and deliver high-quality schedules and rosters across all lines of business, including accounting for training, meetings, and operational activities to minimise disruption to customer service.
  • Monitor and Report: Conduct intra-day real-time monitoring against both transactional (BPO) and inbound call volumes, highlighting additional resource requirements and performance challenges.
  • Build Resourcing Models: Develop and maintain resourcing models for current needs and future initiatives, contributing to new strategies, innovations, and process improvements across operations.
Key Responsibilities
  • Manage Scheduling Software: Utilise scheduling software to create and manage schedules, ensuring accuracy and efficiency.
  • Payroll Administration: Oversee payroll administration, including leave, overtime, and exception management, while working closely with Operations to ensure quality, compliance, and smooth operational delivery.
Requirements
  • Previous experience in Resource Planning and workforce management systems within a contact centre environment; Avaya WFM experience is highly regarded.
  • Strong understanding of contact centre telephony systems (e.g., ACD), preferably Avaya Call Management System.
  • Strong knowledge of Microsoft Office (especially Excel).
  • Excellent interpersonal skills, including strong relationships with stakeholders, business users, and leaders.
  • Strong communication skills, both written and verbal.
Benefits

We value diversity and welcome applicants from various backgrounds. We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose.

The successful candidate will have the opportunity to work with a talented team and contribute to the growth and development of our organisation.

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