Intraday Specialist

Who you are

You have experience working within a fast paced and agile contact centre environment. With your naturally friendly and personable attitude, you have the ability to interact with co-workers, team leaders and managers alike, building effective working relationships. You will have the ability to respond quickly to business needs, effectively optimising the allocation of resources. You show a willingness to take on additional tasks as required to support the operations in the Customer Support Centre. With a keen eye for detail, you are able to identify opportunities for improving efficiencies by ensuring non-adherent events are reduced by taking corrective actions. You are a self-motivated individual who is able to work with mínimal supervision. You have strong knowledge of the intraday area within the contact centre industry and its integration with scheduling. Experience in monitoring productivity in real time and utilisation of workforce management software is preferred.

**Responsibilities**:
In this role, you will:

- Continuously ensure targets are prioritized correctly in order to maximize customer experience and meet goals
- Continuously evaluate forecast against actual demand and trends in order to determine if a re-forecast and further actions are required
- Constantly ensure that demand and supply match and take measures in order to secure consistent performance
- Monitor queue times and abandon rates on all queues across channels and skills in order to optimize co-worker efficiency to customer-facing activities and reduce customer waiting time
- Monitor schedule adherence and wrap times on all queues, and feed back to Remote Team Leaders in order to ensure best customer experience across Sales and Resolutions services
- Coordinate short-term measures on the supply side, e.g., rescheduling training, to balance co-worker and customer experience while operating against the right cost
- Develop and maintain close collaboration with managers and team leaders in order to understand needs for trainings, team meetings etc., thus securing both schedule adherence and a balanced day-to-day co-worker experience
- Create commentary on reporting to Planning, Scheduling & Intraday Manager and Scheduling Specialists about performance for the day and mitigating actions, in order to provide an outlook for the next few days
- Provide insights and share feedback with Scheduling Specialists and the rest of the operations to enable qualitative continuous scheduling operations
- Secure active participation in relevant parts of the Remote Partner meeting cadence (daily/weekly/monthly/tertial) in order to enable close collaboration with Remote Partners.
- Regularly orchestrate reviews of result, resources, schedule adherence and rolling forecast with remote partners in order to ensure clear view of partner capacity, and to enable a great place to work and great customer experience.

Together as a team

We aren’t your average call centre Located in Tempe, our customer support centre operates between 7:45 am to 9:45 pm to ensure we are accessible to our many customers across Australia. As a Intraday Specialist, you will be a part of a fun and hardworking team who are focused on providing a positive experience for our customers. This varied role will see you work in a team with other specialist and a staff planning manager to ensure the right co-workers are doing the right type of work at the right time.

Additional Information

This opportunity is permanent full time, 76 hours per/fortnight.