Transport And Main Roads Workforce Forecast Analyst
vor 5 Stunden
Transport and Main Roads (Organisation site)Operations Smart Service Queensland; Digital Customer (Smart Service Queensland); Queensland Government Customer & Digital Group; Brisbane
The Digital Customer (Smart Service Queensland) stream provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, counter and online.
This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected services.
Key Responsibilities
Generate, collate and analyse relevant workload data to produce accurate and timely forecasts for Smart Service's contact centres to ensure service delivery targets are achieved, and business and customer needs are met.
Maintain records and create data using Smart Service's workforce planning tools to ensure data integrity, enable effective planning and decision making.
Source data, generate reports, and disseminate accurate and timely information to key internal stakeholders.
Generate and analyse relevant workload data to produce long term forecasts and provide recommendations to Senior Management on budget and recruitment decisions.
Undertake the business configuration activities for the applications used within the Workforce Planning and Contact Centre environment.
Analysis and interpretation of data through use of tools, industry experience, and logic to present forecast and resource modelling.
Liaise with internal stakeholders regarding workforce planning performance information and statistics.
Work closely with clients, stakeholders, and technicians to turn data into information and knowledge for sound business decisions.
Provide strategic and operational contact centre resource planning expertise and advice to senior leadership.
Educate and inform others about forecasting activities and workforce methodology.
Contribute and participate in forums, project teams and other related business activities for Contact Centre Operations.
Coach and develop others through the sharing of knowledge and expertise.
Develop professional knowledge and skills, maintaining an awareness of current and emerging best practices and technology trends.
Further Information We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.
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We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity, including making any reasonable adjustments to support you through the recruitment process.
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