You will develop achievable strategies for customer, business and operational outcomes. Coordinating daily resourcing and workflow scheduling, platform administration and analysis within the Contact Centre.
You will help ensure the performance trend of multiple Contact Centre inbound and outbound channels are optimised with adequate resourcing and accurate demand forecasts to deliver optimal outcomes to the customer and employees.
What are we looking for? You will be a proactive and analytical individual with demonstrated experience handling workforce systems or customer engagement platforms. Minimum 3 years' experience in a Contact Centre environment, preferably with experience in workforce planning digital and call management platforms.Strong computer skills (Excel and Word) and other programs associated with workforce planningStrong communication analytical and reporting skillsExperience working independently in a professional fast paced environmentExperience working with Genesys Pure Cloud would be highly advantageousWhat will your key responsibilities include? Day to day coordination of workforce planning, intraday scheduling, platform administration and analysis within the Contact Centre to provide an effective, efficient and timely service to internal and external customers.Support the Contact Centre Leadership Team with intraday schedule adherence to ensure agreed customer SLAs are met.Support with Contact Centre rosters and schedules using the Genesys Platform or other relevant workforce planning tools.Manage leave requests and changes to rosters.Report, analyse and measure team performance in relation to workforce goals.Take action to identify and act on operational improvements.Ensure daily duties and workflow requirements of all Contact Centre functions are being met at all times.About us Greater Bank and Newcastle Permanent are part of NGM Group. We've been helping customers achieve their financial goals for generations. We are customer-owned, meaning we put our customers first. We offer outstanding service and a real commitment to the community.
What can you expect from us? As part of the NGM Group, employees can take advantage of the following work perks:
Health and wellbeing; Fitness passport, corporate health insurance and annual flu vaccination.
Lifestyle and giving back; Hotel discounts, 14 weeks paid parental leave, two community volunteers days and three recreational leave days per year.
Professional advancement; recognition programs and employee referral program.
10 January 2024Cameron Park New South Wales, AustraliaFull TimeBanking & Financial ServicesBanking - Retail/Branch
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