Contact Centre Resource Planning Analyst

3 days ago

Ballarat, Australia Service Victoria Full time

Who we are
Service Victoria is the one place to go for government services. It's our job to make things easy. Our customers give our services an overall 96% satisfaction score, and our app was the most downloaded in Australia for 2021.
The Service Victoria culture is dynamic and fast-paced, we're not what you'd expect from a government department. We work flexibly and remotely, using our workspaces in Footscray and Ballarat for onsite collaboration. We have a mature digital services platform of contemporary cloud-based infrastructure, technical architecture and scalable and reusable common capabilities, with real-time integration into agency legacy systems.
About the role
We are seeking a dynamic individual to undertake the role of Contact Centre Resource Planning Analyst in our inbound and outbound customer contact centre. As a crucial member of the Contact Centre leadership team, you will play a pivotal role in managing the resources that enable our team to provide an outstanding customer experience. As Contact Centre Resource Planning Analyst, you will provide a range of forecasting, rostering and planning support functions that will ensure that the Service Victoria contact centre's operations meet their service targets and people-first ways of working. You will manage key relationships with the wider leadership team and work closely with the Customer Insights Analyst to ensure that operational reporting is fit for purpose and people leaders have the support they need. You will also support the Workforce Management & Continuous Improvement Manager and Director Contact Centres.
If you thrive in a high-volume, fast-paced work environment and are passionate about making things easy for customers while fostering a culture of growth and excellence, we invite you to explore this exciting opportunity. Join us to drive improvement and contribute to the ongoing success of Service Victoria's commitment to excellence in service delivery.
About you
- Knowledge and experience in customer contact centres
- Experience in resource scheduling.
- Commitment to customer service
- Flexibility and adaptability
- Values driven
- Ability to plan and prioritise
- Critical thinking and problem solving
- Stakeholder management

This position is only open to applicants with relevant rights to work in Australia.
How to apply
- a resume; and
- a cover letter which addresses the key selection criteria (within two pages)

Other relevant information
Service Victoria actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including Aboriginal and Torres Strait Islander peoples and people with disabilities. All roles at Service Victoria can be worked flexibly, however it may differ from role to role.

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