Call & Resource Associate

2 weeks ago

Gold Coast, Queensland, Australia Probe Cx Full time

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we're no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Begin your career in Workforce Optimisation as a Call and Resource Associate.

Work within the Call & Resource team to deliver pre planning and intra-day management of staffing resources so that contract staffing, service levels KPI's and lifestyle needs are met.

Key Details- Commencing ASAP- Full time (38 Hours) | Fixed Term contract- Biggera Waters- Rotating Roster 6am - 10pm. Mon - Sun- Australian Citizenship- Satisfactorily pass and maintain a character clearance / and security check to client standards inclusive of a Police check Satisfactorily evidence identity- You must have your Contact Centre Manager's endorsement to apply

Main Activities and Responsibilities:
Call and Resource Daily Operations:
- Maintain a working knowledge of the contract/s, processes and systems within the centre- Maintain intra-day staffing in order to meet operational and contractual requirements (including- Occupancy, Efficiency and Service Levels)- Monitor real time and scheduling systems intra-day and maintain activity logs to assist with post activity- Maintain appropriate levels of floor support at all times- "Open" and "Close" the Call and Resource desk as required

Call and Resource Communications:
- Answer internal and external calls in a professional manner- Ensure all messages taken are accurate and passed on in a timely manner- Advise Agents on schedules, availability of e-time and call and resource processes on a daily basis in a manner that embodies our culture- Advise the operational management team on the availability of training and development time in a manner that embodies our culture- Accurately update the monitors and intranet with relevant information

Reporting & Data Integrity:
- Ensure databases are accurately maintained and up-to-date- Accurately maintain exceptions entries on a time-critical basis- Process and maintain annual leave and sick leave requests for all employees- Generate and maintain accurate reports as requested by management Other reasonable duties as- required

Who are you?- You are a problem solver able to think on your feet in a fast paced environment- You have high level attention to detail and time management skills- You are adaptable and quick thinking when circumstances change rapidly- You understand the importance of having the right number of people ready to provide efficient and effective service- You have high level computer skills (esp MS Excel) and can multi-task effectively- If you have Real Time / Workforce Optimisation experience in a call centre environment that will be a big plus

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