Workforce Planner

vor 21 Stunden

Brisbane, Österreich This Is An It Support Group Vollzeit

Liaise with internal stakeholders regarding workforce planning performance information and statistics to facilitate the exchange of information, support decision making, and assist in the effective and efficient delivery of service for the HCC.
Key competencies/suitability (role specific criteria and personal qualities)You will be assessed on your ability to demonstrate the following:
Demonstrated experience and expertise as a workforce planner, with a strong focus on service delivery and business process improvement.Highly developed resource planning skills with the ability to apply these within a multi-service, multidisciplinary 24/7 contact centre environment.Advanced analytical and numerical reasoning skills to support effective recommendations and decision making.Proven skills in Microsoft Excel.Demonstrated ability to provide accurate short, medium and long-term forecasts to support business requirements.Experience in, or the ability to rapidly acquire skills to develop blended rosters, catering for inbound and outbound queues.Advanced organisational and planning skills to prioritise and deliver objectives within agreed timeframes.Ability to work collaboratively within a multidisciplinary team environment and willingness to actively support others to achieve outcomes.Ability to build and maintain strong relationships, open communication, and a positive environment within a multidisciplinary team, actively contributing to the learning and development of others.Qualifications, registrations and other requirementsExperience utilising contact centre specific workforce management software tools is essential.HCC utilises Genesys Cloud CX software.Please detail any visa conditions you may have if you are not a permanent resident of Australia.It may be a condition of employment for this role for the employee to be, and remain, vaccinated against one or more of the following vaccine preventable diseases during their employment (Health Employment Directive No. 01/16): measles, mumps, rubella (MMR), varicella (chicken pox), pertussis (whooping cough), hepatitis B, tuberculosis.We understand that some people may require adjustments to the workplace or the way the work is performed. All applicants are encouraged to advise the panel of any support or reasonable adjustments (i.e. building access, wheelchair access, interpreting services etc.) that may be required.Additional InformationPlease provide the following information to the panel to assess your suitability:
Your resume, including the names and contact details of two referees who have a thorough knowledge of your capabilities, work performance and conduct within the previous two years, and it is preferable to include your current, immediate or past supervisor.A statement of suitability of no more than two pages addressing your ability to meet the requirements of the role.
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