Workforce Scheduling Officer/real Time Officer

APS Level 4
- Adelaide (SA); Brisbane (QLD); Townsville (QLD); Canberra (ACT); Perth (WA)
- $79,036 - $84,525

**About the Department of Employment and Workplace Relations**
We enable access to quality skills, training and employment services to support Australians find secure work in fair, productive and safe workplaces - supporting individuals and our nation to prosper.

**About the Contact Centre Branch**
The Contact Centres Branch, Workforce Australia, is responsible for the management and operation of the National Customer Service Line (NCSL) and the Digital Services Contact Centre (DSCC) delivering employment services to jobseekers that are simple, supportive, connected and respectful, putting our clients and stakeholders at the heart of what we do. The Branch is supported by sound Quality Assurance, Governance and Risk Management, Corporate Services and ICT infrastructure support.

**The Roles**
Reporting to the APS6 Workforce Management Team Manager, the APS4 Workforce Scheduler (WFS) plays a critical role in ensuring the right people with the right skills are available at the right time to assist the customers of the Contact Centres Branch to access the services they need. The WFS is responsible for building and maintaining staff schedules in line with operational priorities and government initiatives.

Reporting to the APS6 Workforce Management Real Time Manager, the APS4 Workforce Management Real Time Officer (RTO) plays a critical role in driving efficient work practices within a live operational environment, ensuring that defined service level agreements and key performance metrics are met. The RTO is responsible for daily monitoring and management of all inbound customer contacts across multiple channels for the Contact Centres Branch to achieve daily service metrics and targets.

Working alongside frontline service delivery teams, both the WFS and RTO are required to perform duties in a fast-paced call centre environment, manage competing priorities and engage constantly with branch-wide stakeholders across various work levels.

Additionally, **RTO’s will be required to work staggered hours to ensure coverage across the entire span of contact centre operational hours (i.e. 07:00 - 19:00 AEST, Mon to Fri). Please note times may vary according to Daylight Savings.**

**Duties and Responsibilities**
- monitor staff adherence and adjust work allocation to optimise staff utilisation.
- identify and record trends to inform forecasting and aid schedule optimisation.
- create staff schedules in line with forecast customer demands, balancing both customer and staffing needs within set timeframes.
- manage daily schedule updates to reflect changes in staff availability and changing operational priorities.
- identify potential issues and use initiative to determine possible solutions.
- liaising with internal stakeholders regarding scheduling and other workforce planning matters.

**How to Apply**
Applicants are required to provide up to a one-and-a-half-page summary (no more than 750 words) that outlines skills, knowledge, and experience and why you should be considered for this vacancy. You should take into consideration the position overview (including any detailed position specific requirements) when drafting your response. Where possible include specific relevant examples of your work.

The APS work level standards accommodate the diversity of roles across the APS and are structured to clearly differentiate between the work expected (i.e. responsibilities and duties) at each classification level.

In the eRecruit (the department’s online recruitment system) you will also need to:

- upload a Curriculum Vitae
- provide contact details for 2 Referees.

**Eligibility**

**Citizenship** - to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it.

**Please refer to the Job Information Pack for more information about the role.**

Job Information Pack Opens in new window