Resource Planner

This is a key role that is part of the Workforce Optimisation and Insights team. This team supports the Member and Advice leadership team’s adherence to organisational objectives and service levels, while meeting member experience.
- **New, diverse role with the ability to showcase your strengths and influence member outcomes**:

- **Be part of an organisation undergoing a time of exciting transformational change**:

- **Additional 3 days paid leave over the Christmas period**

**About US**
UniSuper is a place where brilliant thinkers and passionate people come together. As one of Australia’s largest super funds, the work you’ll do with us makes a meaningful difference today and tomorrow for our members, the planet and for you.

**The opportunity**
UniSuper Member and Advice division is comprised of member facing teams who support our membership base with enquiries related to superannuation, advice, and retirement planning.

This role is charged with supporting Member and Advice teams in reaching its KRAs and improving the customer experience strategy through effective workforce planning, rostering, reporting and data analysis.

Within this role you will proactively deliver rosters and effective schedule management through appropriate resourcing levels in relation to forecasted workload and uplift customer and employee engagement.

In addition, some of your responsibilities will include:

- Determining and communicating short term staff capacity and roster establishment 6 weeks in advance to meet customer, staffing and channel demands
- Supporting Member and Advice Leadership teams with the day-to-day management of resources including requests for off phone activities, overtime, leave allocation to ensure optimal performance
- Analysing key data sets and reporting to identify and communicate trends in inbound volumes as per forecast, and opportunities for improvements
- Effectively managing Call & Workforce Management related systems such as Genesys Cloud
- Understanding FTE models and investigating when daily results highlight new trends that may impact FTE requirements
- Working closely with Real Time Analyst to focus on short term delivery and cross skilled for back up
- Supporting the creation of documentation such as standard operating procedures, user guides and templates to enable more self-service reporting across UniSuper

**About you**
We are looking for an individual who has worked in fast moving transformation environment and is comfortable working with a degree of ambiguity.

To be considered for this role you will have previous experience in a similar position, preferably in a contact centre environment. You have the motivation to achieve superior outcomes for our members and the drive to increase efficiencies across the Member and Advice business. You are results and outcome focussed with demonstrated resilience and the ability to influence at all levels.

In addition, you will hold the following:

- Previous experience with Genesys Cloud CX or other contact centre solutions
- One to three years experience as a resource planner/scheduler
- Experience in best practice workforce management concepts e.g. schedule management, adherence, shrinkages
- Analytical skills that allow for the development of data-driven reports
- Demonstrated ability to manage time and prioritise workload to meet deadlines and business demand
- Excellent critical thinking skills to help solve business problems and make decisions

**What US offer**
We take a long-term outlook and will invest in our employee's development and training with a personal development plan and yearly funding to support your career goals, as well as these amazing benefits:

- Highly achievable performance incentive
- 17% super as standard but with the ability to dial down to 11%
- Additional 3 days paid leave over the Christmas period - equating to 5 weeks leave
- Additional 3 days ‘Community and Culture’ leave allowing you to give back to your community and celebrate what is important to you

We're passionate about knowledge and sharing it amongst our members and our employees, therefore we believe that 60% in office is the best way to collaborate and build relationships with your colleagues, whilst offering flexibility as to how this works for you.

If you feel you have the experience and skills required for this role, please apply

**Think Great. Create Great.