Workforce Optimisation Coordinator

4 days ago

Perth, Australia Synergy AU Full time

The time to join Synergy has never been more exciting because you’ll be helping us to deliver on our commitment towards becoming a net zero carbon emission business by 2050.

We are investing $3 billion in large-scale renewables development and creating unlimited opportunities for our people to contribute to the growth of innovative solutions in our operations as we invest. This is your chance to help us transform the energy industry and build a more sustainable future for Western Australia.

Synergy is proud to be Western Australia’s largest electricity generator and energy retailer. We deliver secure electricity to homes and businesses throughout the Southwest Interconnected System (SWIS) from Coral Bay in the north, to Kalgoorlie in the east, and to Esperance in the south

Click here to discover more about how Western Australia’s energy landscape is evolving to become more sustainable.

**Role Summary**:
The Workforce Optimisation is an exciting 18-month opportunity in our Perth CBD office.

The purpose of the role is to manage the business scheduling and reporting accountabilities across our, business service and sales teams to ensure contact centre metrics and customer experience targets are achieved.

You will collaborate with stakeholders to create reporting into workforce scheduling service levels including supporting any analysis required for service and sales teams.

**Key responsibilities of the role include**:

- Maintain rosters in line with business and staff requests and monitor all call queues, ensuring actions are taken on rosters to ensure target metrics are achieved
- Produce highly accurate reports highlighting results across key business drivers, including trends
- Maintain real time activities for a clear view of rostering data
- Analysis of data and reporting to identify emerging trends and anomalies, business opportunities and continuous improvement
- Work with stakeholders in the business to ensure that key tasks performed drive business success

**What you’ll bring**:

- 2+ years’ experience in real-time analytics in a contact centre environment
- Intraday and forecasting experience
- Strong stakeholder management skills
- Advanced Excel skills
- Exposure to Genesys WFM and Power BI are highly desirable

**What we offer**:
Working for an employer of choice also means you will enjoy:

- Flexible work arrangements
- Professional Development Opportunities
- Purchased Annual Leave
- Best practice parental leave

Click here for a full list of our benefits

**Every Voice Matters**

Our employees have a choice to work for Synergy and it’s a choice we respect and value. In addition to our focus on creating a greener future, Synergy is committed to its ‘people first’ culture and providing an exceptional place to work where our people experience a sense of belonging and have opportunities to learn and grow.

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