Geeks2u Contact Centre Workforce Planner

2 weeks ago

North Rocks, Australia Officeworks Full time

**Title**:Geeks2U Contact Centre Workforce Planner**:

- Location: North Rocks, New South Wales, AU**About us**:
At Officeworks we make bigger things happen. Our customers, our team, and our community are our heart and soul. And if our brilliant people have taught us anything, it is that we can do all kinds of incredible things, each and every day.

3 years ago we acquired Geeks2U to expand our scope of services we offer to our customers. Geeks is now integrated into our Officeworks Store network and website creating a “one stop shop” for all the Technology needs of our household and business customers.

Geeks2U, Australia’s leading on-site technology support provider, has been acquired by Officeworks. We pride ourselves on delivering prompt, no fuss, same day tech services to customers in both metropolitan and regional areas right across Australia.

Services include repair of hardware and software, wireless and wired network set-up, virus, and spyware prevention and removal, device setup (from Smart TVs to tablets and smartphones), data backup and recovery solutions and just about any other type of technology support customers require at their homes or offices.

**About the role**:
Key areas will include:

- Manage the rostering for the Customer Service Specialists each fortnight based on growth and expected call volumes according to the employment type available, including rostering lunch breaks, day-light savings considerations, coordinating team members in multiple time zones, compliance training
- Manage the rostering to achieve compliance to channel-specific SLAs, eg., call back times to online bookings, retail purchases of specific products. Etc.
- Manage reporting such as forecast and calculate expected call volumes, call duration, call numbers to identify days that may skew call forecast calculations such as public holidays

**About you**:
fast-paced environment.

Skills/Knowledge/Attributes required include:

- An understanding of Google sheets, rostering formulas and forecasting
- Working knowledge of rostering practices and staff forecasting
- High level of mathematical and analytical skills
- Ability to think critically about improvements to processes
- Clear communication skills and time management skills
- Exceptional attention to detail
- The ability to work efficiently under pressure and meet deadlines
- Ability to positively influence the performance of others, especially Team Leaders
- Ability to work autonomously and as part of a team
- Ability to deal with changes effectively
- Demonstrates Core Values and leads by example

**Our culture**:
It’s all in a day’s work when you’re part of the Officeworks & Geeks2U community - where you’re not defined by who you are, but what you can do. We celebrate our teams’ uniqueness by offering the below to our teams:

- An inclusive, diverse, and supportive environment.
- Flexible working arrangements to best support your individual needs.
- A key focus on wellbeing and safety.
- Generous discounts at Officeworks, Bunnings, Kmart, Target and Catch.
- Ongoing training and development opportunities to progress your career.
- Industry leading Growing Families policy and access to Circle In portal for Working Families.

Officeworks is a** ‘Circle Back Initiative’ **employer - we commit to respond to every applicant.

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