About the role
As a Workforce Optimisation Coordinator, you will be responsible to deliver strategic workforce planning and analytics to optimise Customer Service operations and achieve business objectives. Utilise and administer advanced contact centre technologies to enhance efficiency, improve service outcomes, and enable data‐driven decision‐making.
Benefits
* Real flexibility with options to work from home, 9‐day fortnight, flexible work hours
* Two well‐being days each year to do whatever you need to do to feel good
* Access to long service leave pro rata after 3 years of service
* Take advantage of our co‐contribution superannuation scheme. Receive a 12% employer contribution and enjoy an additional 2% employer co‐contribution when you elect to salary sacrifice 2%
* Purchase additional leave of up to 12 weeks or work 4 years at a reduced salary and take the fifth year off as paid leave
* Aboriginal and Torres Strait Islander cultural and ceremonial leave of up to 5 days so you can maintain your cultural connection and wellbeing.
What you can expect with this role
* Maintenance of employee data in relevant systems to maintain data integrity
* Administration and management of advanced contact centre technologies to deliver business objectives (Genesys on prem, Genesys Cloud, Verint, Interaction Dialler, Interaction Analyser, Interaction Decisions, Interaction Administrator)
* Continuous review and improvement of Customer Service scheduling and forecasting practices
* Provide planning support to the Customer Service section and its Lead Team through reporting and data analysis
* Actively engage and work with key internal stakeholders to achieve performance outcomes
* Acts as SME and supports Customer Service agents and lead team when rolling out workforce management changes, processes and technology
Your skills and experience
* Relevant tertiary qualification/s in business management, data analytics or equivalent.
* Considerable experience within a contact centre environment in a workforce planning or related role.
* Previous exposure to the administration of advanced contact centre technologies.
* Understanding and previous use/experience in contact centre technologies (previous experience in Genesys Cloud and Verint highly advantageous).
* Competent in MS Office suite of applications with advanced level proficiency in Microsoft Excel highly advantageous.
* Demonstrated high level of customer orientation and service ethic.
Our commitment to a diverse and inclusive workplace
Diversity and inclusion are more than words. They guide us on building a thriving workforce that reflects the diversity of our customers and our community.
We encourage applications from every background, including Aboriginal and Torres Strait Islander people, people with disability, women, youth, LGBTQIA+ folks and people from culturally and linguistically diverse backgrounds.
We are committed to ensuring an accessible and inclusive work environment to enable people with disability to participate fully in all aspects of employment.
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