Scheduling & Workflow Lead
2 weeks ago
**The Organisation**
Our client is Australia's leading integrated energy company, and they play an essential role in the nation's energy future. Operating across exploration, production, generation and retail, they have cemented themselves as an integral part of Australia's energy landscape.
Renowned for their career opportunities and with market-leading projects in progress, now is a great time to be joining their team.
**The Opportunity**
The people assist group caters to the wider business through its centralised HR operations service. This newly created role will lead allocation, planning and forecasting of work across the group to ensure compliance to performance-metric and business standards.
As a member of the groups' leadership team, this role is responsible for day-to-day performance and capacity management across all channels, delivering best-practice, high-quality service.
Key responsibilities relating to this role include:
- Resource planning, forecasting, budgeting, and workflow management across all voice, chat and ticketed service channels.
- Ensuring the optimal resource mix required to achieve service levels through internal, contracted and service provider resources.
- Monitoring and driving queued work using trend analysis and forecasting methods to ensure optimal outcomes.
- Measuring and monitoring workflow assignment and facilitating agent productivity benchmarking.
- Guaranteeing that the workforce plan is translated effectively into a proactive hiring plan.
- Providing assurance across hiring and training functions with a strong focus on skills-based work allocation and skill fit.
- Generating insights from workflow reporting derived out of Service Now.
**To Be Successful**
- Tertiary qualifications in a related discipline or equivalent relevant industry experience.
- Work experience in a customer-focused environment where customer service and continuous improvement has the emphasis.
- Evidence of delivering process improvement initiatives.
- Strong planning and organisational skills with the ability to prioritise in a timely and efficient manner.
- Excellent written and verbal communication skills, advanced interpersonal skills and demonstrated experience in influencing and coaching a wide range of stakeholders.
- Demonstrated ability to quickly learn and adapt to HR systems such as SuccessFactors and Service Now.
**The Benefits**
- A flexible work policy.
- Access to training and development programs.
- Leave entitlements (Parental support, Volunteer leave, Cultural leave).
- Energy discounts across a range of products.
- A culture that facilitates a supportive leadership team.
- A comprehensive Care and Assurance Plan.
- Access to their Employee Share Plan.
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