Job Title : APS 6 Contact Centre Forecasting & Planning Officer
Location : Adamawa
Company : face2face Recruitment
Salary :
Open Date : 2023-05-30
Close Date : 2023-09-30

*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 super



About 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

[email protected]

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.

#APS

• Thank you for your interest in this position with face2face Recruitment. Our advertisements automatically stay live for 30 days, even if the position is filled beforehand. Should you find this role closed, not all is lost. If you submit your resume to us as a general expression of interest, we will consider you for other positions that suit your talent and experience. We may well have current positions to fill and will certainly consider you for future suitable roles. Submitting your resume has the added bonus of getting your name in the mix for opportunities we fill without even advertising. All you have to do is register here

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