Transport and Main Roads (Organisation site: http://www.tmr.qld.gov.au/)
Smart Service Qld; Service Delivery & Operations; Queensland Government Customer & Digital Group; Brisbane CBD
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.
Job detailsPosition status: Fixed Term Temporary
Position type: Flexible full-time
Occupational group: Customer Service/Call centre
Classification: AO8
Workplace Location: Job ad reference: QLD/593825/24
Closing date: 14-Oct-2024
Yearly salary: $144477 - $152810
Fortnightly salary: $5537.80 - $5857.20
Job duration: 16/09/2025 with possibility of extension
Key responsibilities include: Identify, collate, analyse and report on historical resource management data to identify trends and make recommendations to stakeholders, to enable effective decision-making regarding current and future business needs.Develop, create and assess scenarios and report predictive models to enable effective decision-making that ensures SSQs future business objectives are adequately prepared for and achieved.Identify strategic and operational risks, and develop, test and implement appropriate mitigation strategies to minimise operational impact and ensure the organisation's effectiveness is maintained and that SSQs objectives are achieved.Manage, oversee and monitor the systems, processes and outputs for the workforce planning unit, to maximise the effectiveness and accuracy of forecasting and scheduling activities in a complex multiple site, service and skill environment.Provide strategic and operational resource planning expertise and advice to SSQ project managers, to ensure appropriate solutions are recommended and initiated, and to enable achievement of SSQs business and client objectives.Research, review and analyse potential suitability of current and emerging trends and technologies in relation to resource planning, in order to continuously maintain and develop SSQs processes and own professional knowledge.Lead and manage the workforce planning team, to ensure the appropriate delegation of workflow activities, and productive and effective utilisation of resources.Manage and oversee the resource planning activities for SSQ, to ensure the maximisation of budget and business objectives.Consult, advise and provide recommendations relating to resource planning and operational information to internal and external stakeholders in a timely and efficient manner, to assist with effective decision-making and overall centre operations.Contribute to the strategic management of resource planning operations for contact centre site(s), including recruitment and selection, coaching and development of staff, and succession planning, in order to achieve established outcomes for the group.Foster and drive a culture across the contact centre(s) that promotes achieving outcomes with a quality focus, which maximises satisfaction for clients, customers and staff.Applications will remain current for 12 months.
Further informationWe 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.
DocumentsBefore applying for this vacancy please ensure you read the documents below.
TMR applicant-guide (PDF, 301KB)593825 24 Role Description (Word, 269KB)
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