Workforce Analyst

1 week ago

Ballarat, Australia State Revenue Office Full time

Workforce Analyst, Contact Centre, Customer Services Branch
- Ongoing role in the Customer Services Branch, Operations Division
- Salary $103,920 plus 10.5% superannuation - VPS Grade 5
- Based in Ballarat, with hybrid work from home opportunities

What we offer
The State Revenue Office is the Victorian Government's revenue management agency, administering a range of taxes, duties, levies, grants and subsidies.
We aim to develop our people to achieve great outcomes for the Victorian community. We offer flexible working arrangements and a workplace culture that is rewarding and productive, where contributions are valued and recognised, expectations are clear, and treatment is fair and equitable. We are an equal opportunity employer that is committed to providing an inclusive, accessible and safe working environment. Find out more about working at the SRO at sro.vic.gov.au/careers, or via our LinkedIn page.
The opportunity
The Workforce Analyst, Contact Centre is responsible for forecasting, scheduling and rostering all contact centre operations at Branch, team and individual levels, with accountability for real-time decisions made during the working day.

**Reporting to the Branch manager, you will be responsible for**:

- Working with Genesys WFM to provide forecasts, schedules, and longer-term resourcing recommendations.
- Optimising planned shrinkage.
- Working collaboratively inside and outside the division to understand their needs and provide release management governance.
- Delivering real-time queue management.

Who we are looking for
We are looking for someone obsessed with Erlang C, who loves accurate forecasting, and who can balance the business needs with individual desires to help underpin the team's mutually-supportive culture.

**To be successful in this role, you will have**:

- Genuine WFM experience, ideally with Genesys.
- An understanding of Erlang C (but an obsession would be preferable).
- A broad view of the balance between pure operational decisions based on data, and the more human element needed to manage call centres.
- A passion and desire to balance supply against demand.

How to apply
More information
You can find out more about this role via the position description. You can also contact Russell Waterhouse, Branch Manager, Customer Services Branch on 0425 851 602.
Please note, as part of our selection process, we conduct pre-appointment checks including those related to references, identity, qualifications, work history, work visa, and police record history. SRO employees must provide evidence they are vaccinated against COVID-19 or medically exempt.

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