Workforce Planning Officer

5 hours ago

Liverpool, Australia Alexander Appointments Full time

$550-$660 per day + Super, depending on experience | 35hours per week
- NSW State Government | Hybrid - Liverpool + WFH Opportunity
- ASAP Start | Estimated 12-month temp assignment, strong potential to extend
- **$550-$660 per day + Super, depending on experience | 35hours per week**:

- **NSW State Government | Hybrid - Liverpool + WFH Opportunity**:

- **ASAP Start | Estimated 12-month temp assignment, strong potential to extend**

**About the Company**
Our NSW State Government client is one of the largest providers of social housing in the world, providing a range of housing solutions to meet the needs of today’s community.

**About the Role**
They are currently seeking an experienced Workforce Planning Officer / Scheduler to join their team in Liverpool with some flexibility to work remotely from home. This is an estimated 12-month temp assignment, with a potential to extend.

As a Workforce Planning Officer / Scheduler, you are required to support the development and implementation of Contact Centre staff rosters and rostering patterns for both phone and non-phone work, aligning staffing preferences where possible in accordance with relevant award conditions and organisational agreements to ensure business needs are met in the delivery of efficient effective contact centre services.

In this rewarding role, you will be undertaking the following duties
- Work collaboratively with the Manager to develop and implement staff schedules, rosters, leave schedules, rostered days off and any other leave/absences to meet business requirements
- Ensure schedules incorporates all leave and process requirements for operational purposes
- Provide staff and shift recommendations to Senior Managers
- Regularly conduct staff scheduling compatibility comparison with service level requirements to ensure meeting KPI’s
- Provide day to day support for rostering technology across the Centre
- Collect and analyse statistics to forecast staffing requirements, generate reports for recommendations around future campaigns and chronological exceptions
- Perform ongoing monitoring and analysis or staff distribution across 24hours, 7 days per week Contact Centre
- Develop communication tools to ensure all staff are aware of initiatives and outcomes
- Identify best practice and service improvements to ensure continuous improvement

**About you**
To be successful in this great assignment you will have the following
- Proven Workforce Planning or Scheduling experience within a contact centre environment essential
- Demonstrated experience in development of 24/7 contact centre rosters
- Experience in forecasting and scheduling in a multi-skilled and multi-queued blended contact centre or similar environment
- Impeccable communication skills, both verbal and written
- Solid analytical, negotiation and problem-solving skills
- High attention to detail
- Superior organisational skills with the ability to multi-task and prioritise conflicting deadlines
- Exposure Genesys and WFH experience highly advantageous
- Strong computer literacy and proficiency with MS office suite
- Reliable remote internet access
- Valid Working With Children’s Check and willingness to undergo a National Police Check
- Ability to commence and commit to the duration of the assignment

**How to Apply**
**Only suitable applicants will be contacted**.

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