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Resource Planner

2 weeks ago

Docklands, Australia AGL Energy Full time

Join the change. Electrify your future

We've been proudly Aussie since 1837, always finding new ways to innovate in energy and essential services. Now, we're moving towards a sustainable future through electrification and investing in renewable energy—and we’d like you to join us.

Whether you're on-site, in the office, or somewhere in between, you'll find opportunities to grow your career here. You'll work with a team that's passionate about powering Australian lives, in a culture that values inclusivity, respect, and learning.

Help us create a cleaner energy future, and we’ll back you every step of the way as you build your career.

Join the change. Electrify your future.

About the role

12 Month - Fixed Term Contract Opportunity

Join our Call and Resource Planning team in a key Resource Planning role. You’ll manage day-to-day operational planning for Voice (Inbound & Outbound) and BPO operations, including scheduling, rostering, and workflow coordination against forecasts.

The role ensures resources are optimised within headcount budgets, supports effective intraday management, and communicates changes in resource requirements across the Customer Market. You’ll also oversee payroll administration and coordinate the operational plan for up to six weeks ahead.

What you’ll be doing:
- Optimise Resources for Maximum Impact: Ensure our 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: Take ownership of creating, auditing, and delivering high-quality schedules and rosters across all lines of business, including shrinkages for training, meetings, and operational activities, minimising disruption to customer service.- Conduct intra-day real time monitoring against both transactional (BPO) and inbound call volumes, highlighting additional resource requirements and performance challenges.- Build and manage resourcing models for current needs and future initiatives, while contributing to new strategies, innovations, and process improvements across operations.- Payroll and Operational Support: Oversee payroll administration, including leave, overtime, and exception management, while working closely with Operations to ensure quality, compliance, and smooth operational delivery.

About you:
- Previous demonstrated experience working in a Resource Planning and workforce management systems within a contact centre environment, preferably Avaya WFM will be highly regarded- Strong understanding of contact centre telephony systems, e.g Automatic Call Distributors (ACD), preferably Avaya Call Management System.- Strong Knowledge of Microsoft Office (especially Excel).- Ability to respond quickly and decisively to drivers within and external to the business- Excellent interpersonal skills including strong relationships with stakeholders, business users and leaders.- Strong communication skills, both written and verbal.

At AGL, we offer a wide range of benefits including:
- Flexible working options including hybrid work.- Discounts on energy, telcos and solar plans.- Participate in Energise - our reward & recognition program.- Access 20 weeks of paid parental leave for the primary carer.- Access to an additional week of recharge leave per year.- Play an active role in our diversity & inclusion initiatives.- Novated leasing and Electric Vehicle subscriptions.- Access to study assistance, AGL’s share purchase plan and insurance deals.
- _Benefits may change over time and vary based on role type and location._

Inclusion at AGL

At AGL, we value diversity and welcome applicants from various backgrounds, including Aboriginal and/or Torres Strait Islander peoples, individuals with disabilities, culturally diverse individuals, and members of the LGBTQ+ community. AGL is dedicated to maintaining a diverse workforce and encourages applicants to share their lived experiences.
We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit:
AGL is proud to be a WORK180 Endorsed Employer for All Women.
- Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary._
- AGL Privacy Policy_
- ._

Location

Docklands VIC 3008

Job Family Group

Finance and Accounting