Operations Manager Resource Planning

6 days ago

Brisbane, Queensland, Australia Transport And Main Roads Full time

**Key responsibilities include**: - Identify, collate, analyse and report on historical resource management data to identify trends and make recommendations to stakeholders, to enable effective decision-making regarding current and future business needs. Develop, create and assess scenarios and report predictive models to enable effective decision-making that ensures SSQs future business objectives areadequately prepared for and achieved. Identify strategic and operational risks, and develop, test and implement appropriate mitigation strategies to minimise operational impact and ensure the organisation's effectiveness is maintained and that SSQs objectives are achieved. Manage, oversee and monitor the systems, processes and outputs for the workforce planning unit, to maximise the effectiveness and accuracy of forecasting and scheduling activities in a complex multiple site, service and skill environment. Provide strategic and operational resource planning expertise and advice to SSQ project managers, to ensure appropriate solutions are recommended and initiated, and to enable achievement of SSQs business and client objectives. Research, review and analyse potential suitability of current and emerging trends and technologies in relation to resource planning, in order to continuously maintain and develop SSQs processes and own professional knowledge. Lead and manage the workforce planning team, to ensure the appropriate delegation of workflow activities, and productive and effective utilisation of resources. Manage and oversee the resource planning activities for SSQ, to ensure the maximisation of budget and business objectives. Consult, advise and provide recommendations relating to resource planning and operational information to internal and external stakeholders in a timely and efficient manner, to assist with effective decision-making and overall centre operations. Contribute to the strategic management of resource planning operations for contact centre site(s), including recruitment and selection, coaching anddevelopment of staff, and succession planning, in order to achieve established outcomes for the group. Foster and drive a culture across the contact centre(s) that promotes achieving outcomes with a quality focus, which maximises satisfaction for clients, customers and staff.
Applications will remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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