Are you a dedicated Contact Centre Director/Manager? Our client - a Federal Agency that funds those with disability - and is looking for an Assistant Director for the National Call Centre Workforce Planning division.
The role is full time, a 12 month assignment with the possibility of extension, located in Midland and earning $602.55 per day + 11% Super.
About the role:
Leading a multi-functional team in a contact centre environment.
Providing the end-to-end workforce planning function of the NCC.
Leading a team responsible for forecasting work effort in a segmented contact centre that includes an insourced and outsourced workforce.
Ensuring maintenance of capacity and recruitment planning.
Leading engagement with internal and external stakeholders to inform the NCC planning cycle.
Having a strong understanding of NCC operations including the drivers of performance in a call centre setting.
Leading and scheduling activities for agents.
Responding to short term changes in plans to optimise NCC performance.
About you:
Proven experience in directing or managing a high-volume contact centre
Capacity and recruitment planning to maintain strategic capacity.
Leading strong stakeholder engagement to be able to inform on the NCC planning cycle in a way that is appropriate and readily understood.
Delivering end-to-end workforce planning including rostering, scheduling and forecasting
Team leadership experience
Data analytics skills