Are you a dedicated Contact Centre Director/Manager? Our client – a Federal Agency that funds those with disability – 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, earning $602.55 per day plus 11% super.
Responsibilities
* Lead a multi‐functional team in a contact centre setting.
* Provide the end‐to‐end workforce planning function of the NCC.
* Lead a team responsible for forecasting work effort in a segmented contact centre that includes an insourced and outsourced workforce.
* Ensure maintenance of capacity and recruitment planning.
* Lead engagement with internal and external stakeholders to inform the NCC planning cycle.
* Maintain a solid understanding of NCC operations including the drivers of performance in a call centre environment.
* Lead and schedule activities for agents.
* Respond to short‐term changes in plans to optimise NCC performance.
Qualifications
* Proven experience directing or managing a high‐volume contact centre.
* Experience with capacity and recruitment planning to maintain strategic capacity.
* Strong stakeholder engagement skills to inform on the NCC planning cycle in an appropriate and readily understood manner.
* Ability to deliver end‐to‐end workforce planning including rostering, scheduling and forecasting.
* Team leadership experience.
* Data analytics skills.
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