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Workforce Planner/ Scheduler - Federal Government Contact Centre

DFP GOVERNMENT - Brisbane Grove, NSW

Any Industry
Source: uWorkin


On behalf of our Federal Government client, we are seeking an experienced Workforce Planner/ Scheduler to provide forecasting and planning models for their Contact Centre. The assignment is to commence immediately!

The successful candidate will have a strong scheduling background in a Call Centre environment with demonstrated experience in Workforce Management Software.

In addition, the range of tasks and duties will include:

  • Develop schedules through the Workforce Management (WFM) tool to effectively deliver staffing levels that consistently achieve service level commitments.
  • Responsible for the onboarding of new hires into the scheduling system.
  • Review and process schedule change requests.
  • Perform ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to ensure proper staffing in all skills.
  • Scheduling, re-scheduling, and optimization of team meetings, one on ones, training, and various other off phone activities.
  • Monitor, analyse and adjust, on a real-time basis, staffing of inbound call queues using WFM to meet incoming call demands.
  • Monitor other work queues to ensure that necessary staff resources are assigned.
  • Create reports and analyse performance results from previous days to identify arrival patterns of calls and uses this information to recommend staffing adjustments so that operational goals are met.
  • Communicate with the leadership team opportunities and barriers to successful operational performance.
To be successful for this position you will have:

· Minimum 1-3 years forecasting experience preferably in a Call Centre environment;
· A solid understanding of Contact Centre performance metrics
· Excellent communication (written and verbal) skills to various levels;
· High level skills of critical analysis, problem solving and professional judgement as to identify trends and make business recommendations
· Strong time management skills with the ability to respond to conflicting priorities and meet multiple deadlines in a high volume work environment

This position is at APS4 equivalent, offering $40 per hour + super across fulltime business hours. The initial assignment period will be throiugh to December 2021 with view to extension, and commencing immediately.

The successful applicant must be an Australian citizen as a Federal Government Police Clearance will be required prior to commencement.To express interest in this opportunity, please APPLY NOW!

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.