Are you passionate about working collaboratively and making a positive impact on the lives of people with disabilities? Join the dynamic team with our client as an Assistant Director NCC Workforce Planning (EL1 equivalent).
- EL1 equivalent rate $602+ daily + super
- Located in Robina, Queensland
- Up to 12 months with potential to extend, pending business and performance requirements.
**About the Team**
Join our dynamic team at the National Contact Centre (NCC), where we strive to enhance service delivery for participants and providers. As part of the National Contact Centre, you'll play a pivotal role in addressing inquiries from participants, prospective participants, providers, organisations, and the general public. We're committed to optimising the participant and provider pathway through productive and effective communication services.
**About the Role**
As the Assistant Director NCC Workforce Planning, you'll lead a talented team responsible for end-to-end workforce planning within the NCC. Your role will encompass team leadership, resource management, performance optimisation, and stakeholder engagement. You'll have the authority to resolve issues, manage risks, and make decisions that impact the productivity and effectiveness of our contact centre operations.
- Lead a diverse team in a contact centre environment, fostering collaboration and driving performance excellence.
- Oversee the entire workforce planning process for the NCC, including forecasting workloads, capacity planning, and recruitment strategies.
- Engage with internal and external stakeholders to gather insights and inputs crucial for informed decision-making in workforce planning.
- Utilise your deep understanding of NCC operations to identify performance drivers and implement strategies for continuous improvement.
- Develop and implement scheduling activities for agents, ensuring optimal resource allocation to meet service level targets.
- Adapt quickly to changes in plans or priorities to optimise NCC performance and address short-term challenges effectively.
**About you**
To thrive in this role, you need:
- Proven experience in leading workforce planning initiatives within a contact centre or similar environment.
- Strong analytical skills with the ability to interpret data and make informed decisions.
- Excellent communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.
- Demonstrated leadership abilities, including the capability to motivate and develop a high-performing team.
- Knowledge of call centre operations and performance metrics is highly desirable.
- Flexibility and adaptability to thrive in a fast-paced, dynamic work environment.
- Be able to pass and hold a national police check and worker screening check.
- Must be an **Australian Citizen.