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Workforce Analyst
Customer Contact Centre; Customer Services; Customer Services Safety & Regulation; Carseldine
In the role of Workforce Analyst, you will generate long term staff schedules and provide staffing recommendations to Call Centre Management.
Job details
| Position status | Fixed Term Temporary |
|---|---|
| Position type | Flexible full-time |
| Occupational group | Customer Service/Call centre |
| Classification | AO5 |
| Workplace Location | Brisbane - North |
| Job ad reference | QLD/606847/24 |
| Closing date | 12-Dec-2024 |
| Job duration | 6 months with possible extension |
| Contact person | Martin Harvey |
| Contact details | Ph: (07) 3066 8665 Access the National Relay Service |
Some of your responsibilities will include:
- Use independent judgement to proactively analyse, manage and adjust resource and forecast plans, assessing operational performance on an intra-day, daily, weekly and long-term basis.
- Develop innovative roster modelling options and recommendations for moderately complex resourcing challenges and competing priorities, in line budgetary and Human Resource (HR) requirements.
- Create accurate workforce and demand forecasts, identifying key drivers and variances, and manage activities like leave, training and meetings to mitigate staffing risks by approving or redirecting discretionary requests to the Workforce Planning Manager.
- Advise and educate stakeholders on workforce data and analytics to support well-informed operational decisions.
- Influence and negotiate with stakeholders to optimise team operations and attend review meetings to address performance and future risks.
- Collaborate effectively to meet team goals, coach less experienced staff and foster a high-performing team environment.
Requirements of the role:
- Strong analytical and problem-solving skills, with the ability to interpret data and generate actionable insights.
- Excellent communication and stakeholder management skills, with the ability to negotiate, influence and build relationships.
- Team collaboration skills and the ability to coach and guide others.
- Experience in workforce management, forecasting or resource planning would be well regarded.
- Knowledge of Genesys Cloud would be highly advantageous.
Applications to remain current for 12 months.
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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Documents
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