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Workforce Planning Officer
Customer Contact Centre; Customer Services; Customer Services Safety & Regulation; Carseldine
In the role of Workforce Planning Officer, will you generate high quality reporting suitable for different audiences, develop short and 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 | AO4 |
| Workplace Location | Brisbane - North |
| Job ad reference | QLD/606775CAP/24 |
| Closing date | 12-Dec-2024 |
| Job duration | 6 months with possible extension |
| Contact person | Martin Harvey |
| Contact details | Phone: 07 3066 8665 Access the National Relay Service |
Some of your responsibilities will include:
• Provide advice and information to stakeholders on rostering plans to ensure their understanding of inputs and future or projected recommendations to support wellinformed
operational decisions.
• Assist the Workforce Planning team to develop accurate and timely short- and long-term resource plans, including schedules and rosters, using forecast data and available resources. Additionally, make recommendations about possible options to ensure business objectives are met.
• Assist staff in-person and remotely with basic (level one) service desk support and manage equipment inventory using an asset management register.
• Use independent judgement to conduct moderately complex routine reporting analysis, identify operational trends and exceptions, and prepare reports highlighting key variances from individual business unit performance targets.
• Collaborate effectively with the team to achieve shared goals and objectives.
Requirements of the role:
• Background in customer service, administration or operational support roles.
• Ability to analyse data and generate reports.
• Strong communication, problem-solving and organisational skills.
• Ability to provide basic technical support to frontline staff, and a proactive approach to identify and escalate staffing or operational risks.
• 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.
Please ensure you download all attachments and follow the instructions on how to apply.
Documents
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