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Resource Optimisation Lead

2 weeks ago

North Lakes, Australia Auto & General Holdings Full time

**The role**:
As our new Resource Optimisation Lead you will play a crucial role in the strategic planning and allocation of agents to meet our customers needs, while achieving optimal service levels. You will:

- Create and optimise agent schedules to meet customer and agent demand, considering service level targets, adherence, and agent availability including allocating agents effectively across different channels, skills, and campaigns
- Continuously evaluate and improve workforce planning processes, identifying opportunities for increased efficiency and effectiveness
- Implement new tools & technologies to enhance workforce management capabilities including implementing & maintaining workforce management tools and processes
- Lead, mentor, and develop a team of workforce schedulers, providing guidance, support, and performance management
- Prepare regular reports on key performance indicators (KPIs) such as service levels, average handling time, agent occupancy, and adherence
- Build and maintain strong relationships with key stakeholders across the organisation, ensuring effective communication and collaboration
- Ensure the accurate and timely submission of payroll data, including hours worked, overtime, and leave, to the payroll department

**What experience you’ll bring**:

- Proven experience in a contact centre workforce planning or similar role, with demonstrable success in leading and managing a team
- Strong understanding of contact centre metrics, service level agreements (SLAs), and workforce management principles
- Experience with scheduling in a multi-channel contact centre environment and with workforce optimisation techniques
- Proficiency in using workforce management (WFM) software and tools (e.g., Genesys, Alvaria, etc.).
- Excellent analytical, problem-solving, and decision-making skills with the ability to interpret complex data and draw meaningful conclusions
- Ability to work effectively under pressure and meet tight deadlines, highly organised, proactive & solution focused
- Strong leadership, interpersonal & mentoring skills along with excellent communication & stakeholder management skills

**Our perks**:

- ** Location**:North Lakes** - Save the long commute to Brisbane and work for a growing company close to home and within walking distance to some of the north side’s best retail outlets, restaurants and other amenities. **Kawana -**This role is based at our Kawana office. Housed on the sunny coast and close to local retail, restaurants and other amenities, we enjoy views across Kawana Lake and we’re only five minutes from the closest beach. If you love the water and coastal life, this is the perfect place for you.
- ** Extra leave** - Enjoy additional leave days on us You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
- ** Paid parental leave**:

- We support our new parents with paid parental leave and other benefits.
- ** Workplace giving** - If you’re passionate about a cause, then we are too - we offer workplace giving and we’ll dollar match your donations to registered charities.
- ** Development opportunities**:

- We’re championing your development with internal programs and access to a wide range of online courses.
- ** Employee discounts** - You’ll receive discounts on Budget Direct insurance products.
- ** Reward and recognition** - We reward high performance with employee recognition, reward and incentive schemes.
- ** Onsite facilities** - There’s excellent end-of-trip facilities on offer and private spaces for nursing mothers.
- ** Get social** - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
- **Perks App**:

- Access to an employee benefits and discounts app called ‘Perks’ offering your great discounts, offers and programs across a range of areas.

**About us**

Auto & General (A&G) is the fastest growing major Motor and Home insurer in Australia. We provide insurance products and solutions to safeguard a brighter future for our customers, delivered through our multi award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Virgin Money.

Our range of general insurance products protect customer’s most valued possessions on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products as well as Roadside Assistance.**Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.**
- A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.