
Resource Optimisation Lead
1 week ago
**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.
-
Optimisation Lead
1 week ago
North Lakes, Australia Auto & General Holdings Full time**PURPOSE OF ROLE**: The Optimisation Lead will play a crucial role in driving operational excellence and delivering exceptional service and strong cost outcomes through continuous improvement and optimisation of motor claims processes across the Motor Claims journey. This role will be responsible for analysing and identifying areas of improvement,...
-
Optimisation Lead
2 weeks ago
North Lakes, Australia Auto & General Holdings Full time**The role** As our new Recoveries & Settlements Optimisation Lead, you will play a crucial role in driving operational excellence and delivering exceptional service and strong cost outcomes through continuous improvement and optimisation of motor claims processes across the Third-Party Recoveries & Settlements team. **Position Accountabilities** - Lead...
-
Optimisation Lead
1 week ago
North Lakes, Australia Auto & General Insurance Full timeThe Rec & Sett Optimisation Lead will play a crucial role in driving operational excellence and delivering exceptional service and strong cost outcomes through continuous improvement and optimisation of motor claims processes across the Third Party Recoveries & Settlements team. This role will be responsible for analysing and identifying areas of...
-
Team Leader Optimisation
2 weeks ago
North Lakes, Australia Auto & General Holdings Full time**About the Role** Leading a team of Home Knowledge Content Writers and Subject Matter Experts (SMEs) to maintain overall integrity of Home Claims Knowledge and support all initiatives to ensure Home is correctly represented. A key focus on delivering Home strategy, regulatory and compliance requirements, and optimising business outcomes and customer...
-
Delivery Lead
1 week ago
North Lakes, Australia Auto & General Holdings Full time**Purpose of the Role** The purpose and function of the Motor Claims & Assessing Division is to manage the Claims Process in order to control costs while providing our customers with a seamless customer journey. Reporting to the Senior Manager MC&A Optimisation, the Delivery lead will support the Motor Claims & Assessing Program Portfolio through the...
-
Team Leader Optimisation
2 weeks ago
North Lakes, Queensland, Australia Auto & General Insurance Full time $104,000 - $130,878 per yearAbout the RoleLeading a team of Home Knowledge Content Writers and Subject Matter Experts (SMEs) to maintain overall integrity of Home Claims Knowledge and support all initiatives to ensure Home is correctly represented, with a focus on delivering Home strategy, regulatory and compliance requirements, and optimising business outcomes and customer...
-
Optimisation Manager
6 days ago
North Ryde, Australia Greencross Pet Wellness Company Full timeCompany Description Greencross is Australia’s largest integrated pet wellness organisation; with a network of retail stores (Petbarn and City Farmers), veterinary practices (Greencross Vets), and our Animal Emergency Hospitals. Our purpose is to make our world a happier place through the love of pets. We are looking for a leader who achieves outstanding...
-
Human Resources Manager
2 days ago
Fitzroy North, Australia Kinetic Full timeKinetic is Australia and New Zealand’s largest and most diverse bus operator, moving more than 100 million passengers per year across some of the most recognisable names in bus transport. We deliver these services through our team of over 7300 people and fleet of over 4900 buses. As a business who genuinely cares about our customers, our people, and our...
-
Head of Recoveries
2 weeks ago
North Lakes, Australia Auto & General Insurance Full time**About us** At Auto & General (A&G), we provide smarter products and solutions to safeguard our customers in their time of need. Our range of general insurance products protect customers on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products as well as Roadside Assistance. **The role** The Head...
-
Head of Settlements
2 weeks ago
North Lakes, Australia Auto & General Insurance Full time**About us** At Auto & General (A&G), we provide smarter products and solutions to safeguard our customers in their time of need. Our range of general insurance products protect customers on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products as well as Roadside Assistance. **The role** The Head...