Aps5 Workforce Management Scheduler

4 days ago

Melbourne, Australia Department of Veterans' Affairs Full time

Salary Range: $85,503-$89,106+ Attractive Superannuation
- Contact Officer: Justin Toh on 0424 488 116

The Client Access & Rehabilitation Branch (CARB) is looking for a high-performing APS5 to join the Client Operations Support Section (COSS).

The Telephony Operations Team within COSS is responsible for providing support to DVA client management/engagement business areas to maximise the performance of DVA’s telephony channel.

Call handling teams undertake an important role in DVA. These front line teams are responsible for responding to contacts arriving via the telephony channel, ensuring veterans and their families, providers and other callers receive timely and correct information. The teams operate under reportable performance indicators; meeting these targets means that anyone contacting DVA by telephone has an ideal experience, with minimum wait time.

The Workforce Management Team supports call handling teams by forecasting staffing needs based on anticipated call volume and performance targets, taking into account other work and off phone activities. The team then creates work schedules for call team staff and liaises regularly with front line business management to ensure the schedules are maintained optimally.

**Duties**
- Contribute to the WFM functions of scheduling, planning, time-off management, real-time change, reporting, and system administration.
- Liaise with business areas to understand and respond to their scheduling requirements.
- Maintain a record of scheduling requirements across numerous DVA business areas and a registry of attendance constraints for individual agents.
- Maintain scheduling templates within the workforce management software.
- Build staff schedules using workforce management software and adjust schedules to achieve optimised coverage, maintaining compliance with the relevant Enterprise Agreement, procedures, staffing policies and contracts.
- Report on the performance of staff schedules including the alignment between business requirements, staff availability and staff preferences (if applicable)
- Other duties as directed

**Eligibility**

Applicants must be an Australian citizen to apply.

**Notes**

A merit pool will be established that may be used to fill similar positions (ongoing/non-ongoing) within the next 18 months.

DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.

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