Resource Planner

2 weeks ago

Melbourne, Victoria, Australia Commonwealth Superannuation Corporation (Csc) Full time

Posted: 17/07/2025

Closing Date: 31/07/2025

**Job Type**: Fixed Term

Location: Melbourne

Job Category: Banking and Financial Services,Call Centre and Customer Service,Insurance & Superannuation

**Your new role**:
We're looking for a proactive and detail-oriented **Resource Planner** to administer our Genesys Cloud platform, support intraday workforce management and contact centre planning to help deliver an exceptional customer experience.

Reporting to the Forecasting and Resource Planning Specialist, this role is responsible for ensuring the stability of telephony operations, ensuring the right staffing levels and capabilities are in place to meet customer demand across CSC's frontline teams. The Resource Planner actively monitors real-time performance, adjusts schedules as needed, and provides accurate short
- and long-term forecasting to support business needs.

**What you need to excel**
- Australian Citizenship required
- Experience with the Genesys Cloud platform/system is highly regarded
- Recent experience with rostering and scheduling to contribute to achieving performance objectives
- Technical knowledge within the call centre environment, including call centre metrics
- Excellent communication skills with the ability to build stakeholder relationships within CSC
- Ability to set priorities, plan and organise own workload with mínimal supervision and work to tight deadlines while effectively manage competing priorities
- Ability to investigate and analyse complex data sets to produce insights and reports to assist achieving strategic outcomes and operational improvements
- A proactive mindset, already seen as a go-to person - trusted by your peers, and ready to take on greater responsibility when the moment calls for it

**What will you get in return?**
- 12-month fixed term position, potential for extension or permanency
- We're committed to your continuous learning and professional growth, offering opportunities to develop your expertise as a Subject Matter Expert (SME) in Genesys Cloud
- Chance to develop strong relationships with key stakeholders across the organisation
- Benefit from CSC's commitment to excellence through the core competency framework which underpins all people processes to foster empowerment, continuous development, recognition, and a collaborative culture, ensuring you have the tools and support necessary to thrive and excel in your role.

**How** **do I apply?**
- **Applications close: Friday 31 July 2025, 5:00 pm**:

- **Please note: Agency submissions will not be considered for this position**

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