Aps6 Forecasting Planning Officer

6 days ago

Melbourne, Australia Talent International Full time

**Job Details**:
**Location**

Melbourne

**Salary**

Up to AU$60.26 per hour

**Job Type**

Full Time

**Ref**

BBBH102316_1685331387

**Contact**

Samuel Beckett

**Posted**

about 4 hours ago

Talent International is currently recruiting for an APS6 Forecasting & Planning Officer to work in the National Contact Centre for one of our Federal Government client's based in either Dandenong or Geelong.
The position is a 12-month contract initially with the possibility of extension and is paying an hourly rate of $60.26 + Super.

**Responsibilities may include but are not limited to**:

- Developing short-term high level and interval demand forecasts for the National Contact Centre.
- Monitoring operational performance results proactively, using a systemic approach for changing and adjusting forecasts to inform resourcing requirements.
- Developing and maintaining medium and short-term capacity planning for staffing requirements across internal and external contact centres ranging from 50 - 200 seats.
- Building workforce schedules to meet service demand forecasts.
- Identifying vacancies and proactively planning for recruitment activities to maintain service delivery standards.
- Managing incidents on real-time situations as they affect the contact centre, partnering and liaising with management when appropriate.
- Conducting ongoing monitoring of queue operations and responding in consultation with Contact Centre management.
- Manipulating, presenting and analysing data to report on enquiry type drivers and resourcing across multiple NCC channels to inform NCC forecasting and improve contact centre performance.

**Essential Requirements**:

- You must be an **Australian Citizen** to be eligible for this position
- Experience in reporting and demand forecasting in a contact centre environment
- Experience in rostering in a contact centre environment
- Experience in Contact Centre WFM rostering platforms
- Advanced knowledge in Microsoft Excel (Power Query, Power Pivot) and MS Office suite.
- Excellent verbal, written and interpersonal communication skills
- Ability to work well under pressure
- Able to work autonomously and as a team
- Strong analytical and problem-solving skills, high level of accuracy and attention to detail
- Experience in data visualisation and data manipulation tools (such as Power BI, SAS, Tableau, SQL)

**Apply

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