Workforce Scheduler

2 weeks ago

Melbourne City Centre, Australia Probe CX Full time

At Probe CX, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

The primary purpose of this role is to create optimum schedules for call centre operation whilst meeting service level goals within budgetary parameters. Additionally a requirement of this role is to document scheduling processes in a clear manner and aid in the creation of a scheduling user manual.

The Workforce Scheduler will act as the key point of contact for a portfolio of operational teams, contact centers in relation to any Workforce Optimization items and is the owner of the delivery of end to end Workforce Management Processes to the operational team’s

In this role, the Scheduler will need to work closely with other roles within the WFO and Operational teams in order to effectively deliver on required outcomes and targets.

Key Details:
- Full time- Melbourne CBD | Hybrid- Monday to Friday 9:00am to 5:00pmKey Responsibilities:
- Create Staff Schedules in collaboration with WFM with consideration to checklists, avails etc- Maintain agent daily schedules as required- Document scheduling processes- Assist Workforce Managers with System Administration - agent skill, tour groups etc- Management of shift alignment, vacation schedules & overtime planning- Intraday Profile Delivery to WFM upon roster completion- Identify coverage or process gaps and make recommendations to WFM for improvement- Ensure Business Management System policies and procedures are adhered to- Ensure Occupational Health and Safety policies and procedures are adhered to- Ensure Security policies and procedures are adhered to

Key Skills and Capabilities:
- Experience in Contact Centre Workforce Planning/Scheduling/Analytics- Problem solving and conflict resolution skills- Proficient written and oral communication skills- Sound business acumen- Ability to build relationships & work collaboratively with clients and organisational peers- Attention to detail and Analytical skills

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