Transport and Main Roads (Organisation site: http://www.tmr.qld.gov.au/)
Operations Smart Service Queensland; Digital Customer (Smart Service Queensland); Queensland Government Customer & Digital Group; Brisbane
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.
Key responsibilities include: Generate, collate and analyse relevant workload data to produce accurate and timely forecasts for Smart Service's contact centres to ensure service delivery targets are achieved, and business and customer needs are met.Maintain records and create data using Smart Service's workforce planning tools, to ensure data integrity, enable effective planning and decision making in order for Smart Service to achieve service delivery targets and comply with legislative guidelines.Source data, generate reports and disseminate accurate and timely information to key internal stakeholders in order to provide relevant feedback and enable effective decision making.Generate and analyse relevant workload data to produce long-term forecasts and provide recommendations to Senior Management on budget and recruitment decisions.Undertake the business configuration activities for the applications used within the Workforce Planning and Contact Centre environment, ensuring that the applications support the contact centre in an effective and efficient manner.Analysis and interpretation of data through use of tools, industry experience and logic to present forecast and resource modelling to inform executive level decision making and planning.Liaise with internal stakeholders regarding workforce planning performance information and statistics, in order to facilitate the exchange of information, support decision making processes, and assist in the effective delivery of services.Work closely with clients, stakeholders and technicians to turn data into information and knowledge that can be used to make sound business decisions.Provide strategic and operational contact centre resource planning expertise and advice to senior leadership, to ensure appropriate solutions are recommended and initiated, and to enable achievement of SSQ's business and client objectives.Educate and inform others about forecasting activities and workforce methodology to promote understanding.Contribute and participate in forums, project teams and other related business activities for Contact Centre Operations, by providing contact centre workforce planning expertise and advice to relevant project groups and stakeholders, to ensure business/project outcomes are met and tailored towards Smart Service and client objectives.Coach and develop others, through the sharing of knowledge and expertise with identified Smart Service staff to facilitate the implementation of relevant succession plans.Develop professional knowledge and skills, maintaining an awareness of current and emerging best practices and technology trends.Applications to 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)613090 25 Role Description v2 (Word, 527KB) #J-18808-Ljbffr