Description:
Reporting to the APS6 Workforce Management Team Manager, the APS4 Workforce Scheduler (WFS) plays a critical role in ensuring the right people with the right skills are available at the right time to assist the customers of the Contact Centres Branch to access the services they need. The WFS is responsible for building and maintaining staff schedules in line with operational priorities and government initiatives.Reporting to the APS6 Workforce Management Real Time Manager, the APS4 Workforce Management Real Time Officer (RTO) plays a critical role in driving efficient work practices within a live operational environment, ensuring that defined service level agreements and key performance metrics are met. The RTO is responsible for daily monitoring and management of all inbound customer contacts across multiple channels for the Contact Centres Branch to achieve daily service metrics and targets.
Working alongside frontline service delivery teams, both the WFS and RTO are required to perform duties in a fast-paced call centre environment, manage competing priorities and engage constantly with branch-wide stakeholders across various work levels.
Additionally, RTO's will be required to work staggered hours to ensure coverage across the entire span of contact centre operational hours (i.e. 07:00 - 19:00 AEST, Mon to Fri). Please note times may vary according to Daylight Savings.
The key duties of the position include
- monitor call volumes and undertake real time management of multiple Call and Email queues to achieve daily service metrics and targets.
- monitor staff adherence and adjust work allocation to optimise staff utilisation.
- identify and record trends to inform forecasting and aid schedule optimisation.
- create staff schedules in line with forecast customer demands, balancing both customer and staffing needs within set timeframes.
- manage daily schedule updates to reflect changes in staff availability and changing operational priorities.
- identify potential issues and use initiative to determine possible solutions.
- liaising with internal stakeholders regarding scheduling and other workforce planning matters.
17 Apr 2024;
from:
adzuna.com.au