Job Title : APS 6 Contact Centre Forecasting & Planning OfficerLocation : AdamawaCompany : face2face RecruitmentSalary : Open Date : 2023-05-30Close Date : 2023-07-30*Closing Date: 9 am Friday 9 June 2023 face2face reference: 585713 Location: Dandenong Vic, Geelong Vic, Robina Qld or Midland WA Hours: Full-Time Contract length: 12 Month Contract Entry requirements: Australian Citizen Pay range: $60.26p/h ex superAbout the role:
The APS 6 Contact Centre Forecasting & Planning Officer (Labour Hire) is accountable under limited direction to undertake complex work that is guided by legislation, policies, procedures, standards, methodologies and precedents.
The position is a team leadership position within the business and will have delegated authority and responsibility to resolve issues and risks across a range of activities. The role is required to provide leadership, control, planning, resource management, performance management and decision making within the work area.
Duties
Monitoring operational performance results proactively, using a systemic approach for changing and adjusting forecasts to inform resourcing requirements.
Developing and maintaining medium and short-term capacity planning for staffing requirements across internal and external contact centres ranging from 50 – 200 seats.
Building workforce schedules to meet service demand forecasts.
Identifying vacancies and proactively planning for recruitment activities to maintain service delivery standards.
Managing incidents on real-time situations as they affect the contact centre, partnering and liaising with management when appropriate.
Required experience/skills
Experience in reporting and demand forecasting in a contact centre environment
Experience in rostering in a contact centre environment
Advanced knowledge in Microsoft Excel (Power Query, Power Pivot) and MS Office suite
Excellent verbal, written and interpersonal communication skills
Ability to work well under pressure
Strong analytical and problem-solving skills, high level of accuracy and attention to detail
Desirable experience/skills
Experience in data visualisation and data manipulation tools (such as Power BI, SAS, Tableau, SQL)
Experience in Contact Centre Operations, particularly in a multi-skilling/multi-site environment
Benefits
A healthy, safe and diverse work environment
Continuous employee support
Opportunities for career development
If this sounds like the role for you, and you'd like to learn more, apply now. f2f Recruitment team will be happy to assist you. Michelle le Grange
michelle.legrange@f2frecruitment.com.au
02 6199 5750
Excited about this role but don’t believe your experience perfectly matches all job specifications? Why not examine your transferable skills ? If they position you as a strong, quality candidate, it’s well worth applying for the position.
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