Aps5 Workforce Management Scheduler

15 hours 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.

Applicant Information Opens in new window

Job Description Opens in new window

  • Workforce Scheduler

    4 days ago

    Melbourne City Centre, Australia Probe CX Full time

    At Probe CX, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than...

  • Workforce Scheduler

    2 days ago

    Melbourne, Australia Service Stream Full time

    Primary Location Melbourne, VIC Job Description Summary An exciting opportunity has arisen for Workforce Schedulers to join Service Stream in our Street Head Office. About the Role About the Opportunity Service Stream’s Telecommunications division are currently seeking Workforce Schedulers to join our growing company. Nature of position:...

  • APS5 Project Officer

    3 weeks ago

    Melbourne, Victoria, Australia Randstad Australia Full time

    Overview APS5 Project Officer role at Randstad Australia. This position focuses on program integration and managing the comprehensive program schedule within the disability sector for the federal government. The role involves working with the Program Governance Manager to identify and analyse key dependencies affecting the programme's critical path and...

  • APS5 Project Officer

    3 weeks ago

    Melbourne, Victoria, Australia Randstad Australia Full time

    Overview APS5 Project Officer role at Randstad Australia. This position focuses on program integration and managing the comprehensive program schedule within the disability sector for the federal government. The role involves working with the Program Governance Manager to identify and analyse key dependencies affecting the programme's critical path and...

  • APS5 Case Management Support

    1 week ago

    Melbourne, Victoria, Australia Talent – Specialists in tech, transformation & beyond Full time $104,000 - $130,878 per year

    The opportunityOur client is a community focused federal government agency. They have an exciting opportunity available for an APS5 Case Management Support Officer to help support the Legal Operations Team in providing intake, processing, triage and allocation support across the Administrative Review Tribunal branch.These will be a 12-month initial contract...

  • Aps5 Performance

    15 hours ago

    Melbourne, Australia Talent International Full time

    **Job Details**: **Location** Melbourne **Salary** Up to AU$55.24 per hour **Job Type** Full Time **Ref** BBBH101050_1681972159 **Contact** Samuel Beckett **Posted** about 1 hour ago **The opportunity** Our client is a community focused federal government agency. They have an exciting opportunity available for a APS5 level Performance & Talent...

  • APS5 Project Officer

    1 week ago

    Melbourne, Victoria, Australia Talent – Specialists in tech, transformation & beyond Full time $104,000 - $130,878 per year

    The Client: We are seeking a dedicated APS5 Project Officer to support our client, a federal government agency, for an initial term of 12 months (with the potential for extension) paying an hourly rate of $ Super. This role can be based in Richmond or Geelong, with opportunities for flexible WFH arrangements. The Role: The APS5 Project Officer will be...

  • APS5 Case Management Support

    3 weeks ago

    Melbourne, Victoria, Australia Talent Full time

    Base pay rangeA$55.24/hr - A$55.24/hrThe opportunityOur client is a community focused federal government agency. They have an exciting opportunity available for an APS5 Case Management Support Officer to help support the Legal Operations Team in providing intake, processing, triage and allocation support across the Administrative Review Tribunal branch.These...

  • APS5 Case Management Support

    3 weeks ago

    Melbourne, Victoria, Australia Talent Full time

    Base pay rangeA$55.24/hr - A$55.24/hrThe opportunityOur client is a community focused federal government agency. They have an exciting opportunity available for an APS5 Case Management Support Officer to help support the Legal Operations Team in providing intake, processing, triage and allocation support across the Administrative Review Tribunal branch.These...

  • APS5 Project Officer

    3 weeks ago

    Melbourne, Victoria, Australia Talent Full time

    OverviewThe Client: We are seeking a dedicated APS5 Project Officer to support our client, a federal government agency, for an initial term of 12 months (with the potential for extension) paying an hourly rate of $55.24 + Super. This role can be based in Richmond or Geelong, with opportunities for flexible WFH arrangements.The Role: The APS5 Project Officer...