Capacity Manager

• APS Level 5
• Adelaide, SA
• $90,580 - $96,839

About The Department Of Employment And Workplace Relations
We are committed to empowering futures, ensuring rights and enriching lives. We support people to have safe, secure and well-paid work with the skills for a sustainable future as we ourselves strive to be a model employer.

We provide the framework for fair and productive relationships between employers and employees. We also oversee skills development and training initiatives to support those entering the workforce or re-training to take advantage of emerging employment opportunities.

With us, your work directly contributes to shaping the employment landscape. Whether you are engaging in policy development, program implementation, or direct support services, your efforts will have a tangible impact on job seekers, employees and the economy by giving them a framework to build a future anchored and realised through employment.

It is our ambition to do things differently, to create the 'department of great jobs'– where our people reflect our purpose.

The Role
The Student Identifiers Registrar is responsible for administering the USI initiative nationally and manages the USI Registry System which creates and stores USIs; and helps students and education and training providers access the USI Registry System to create, find and update USIs securely.

The Office of the Student Identifiers Registrar (OSIR) is comprised of staff from DEWR who support the Registrar. Reporting to the Team Manager Customer Service (CS), the Capacity Manager is responsible for supporting the Team Manager with maximising resources to ensure the right numbers of agents are in the right place at the right time through scheduling and real time daily intraday management.

Duties And Responsibilities
Responsibilities of the Capacity Manager may include:

• Coordinating frontline resources to align predicted business needs with service delivery KPIs.
• Creating and running activity reports to analyse trends and compare data to enhance the efficiency and effectiveness of the contact centre.
• Tracking, addressing and escalating work that interrupts service delivery (including system issues) and providing assessment of impacts to operational performance.
• Working closely with the CS leadership team to analyse and improve service delivery.
• Assisting with projects and other duties as requested or assigned.

How To Apply
Applicants are required to provide a summary (no more than
750
words) that outlines skills, knowledge, and experience and why you should be considered for this vacancy. You should take into consideration the position overview (including any detailed position specific requirements) when drafting your response. Where possible include specific relevant examples of your work.

The

In the eRecruit (the department's online recruitment system) you will also need to:

• upload a Curriculum Vitae
• provide contact details for 2 Referees.

Eligibility
Don't meet all the role requirements?
At DEWR we are dedicated to building a diverse and inclusive workforce and seek to recruit staff with a wide range of backgrounds, skill levels, disciplines and working styles. If this role resonates with you and you are excited about making an impact, but your past experience doesn't align perfectly, we encourage you to apply anyway.

Citizenship
- to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it.

Security Clearance
- our successful candidate is required to hold, or have the ability to obtain, and maintain a
Baseline
security clearance.

Please refer to the Job Information Pack for more information about the role.