Workforce Optimisation Specialist
Work for an iconic Canberra brand dedicated to the local community
Competitive remuneration package with great benefits to boost
$85,428 plus 15% superannuation
Ongoing, Full-Time opportunity
ActewAGL Retail's Brand, Marketing and Customer Channels group is seeking a confident, driven and motivated individual with sound experience delivering workforce management (WFM) processes in a call centre environment. This role will offer you the opportunity to work both autonomously and as part of a team and demonstrate confidence to influence and communicate with stakeholders at all levels, and to work in a fast-paced complex environment with conflicting priorities. This is also a great opportunity for an individual to demonstrate and apply advanced knowledge in Workforce Planning and CRM systems.
If you are detail-oriented, analytical, and process-driven, and have excellent problem solving and decision-making skills, this may be the right opportunity for you!
About your new team
As part of ActewAGL Retail's Brand, Marketing and Customer Channels group, the Contact Centre team provides customer experience and service support to the organisation's Retail division, geared to deliver critical services and strategies to drive business growth and innovation. The team's customer service expertise is core to the success of the local Contact Centre, enabling ActewAGL to remain a leader in the energy arena. We are a fun, dynamic, inclusive and collaborative team. Now more than ever, we believe it is an incredible time to be in the energy space but know none of it is possible without great talent joining us and sharing our vision along the way.
About your new role
Reporting to the Operations Support Lead, you will ensure that the Contact Centre's Workforce Plan is accurately maintained within the current Workforce Management system. You will also coordinate and manage the rostering and technical functionality of ActewAGL Energy Bars and events as and when required.
A day in the life of the role
Create rosters and schedules to ensure sufficient coverage of personnel across functions of the Contact Centre, Energy Bars and events
Ensure effective resource utilisation in response to short-term disruptions to the schedule in order to maximise customer satisfaction and experience
Undertake real-time analysis including scenario and trend analysis to ensure adequate resourcing
Support future planning by undertaking day-to-day reporting to review forecasts and prediction on call volumes and duration.
Be a point of contact/escalation point to provide technical support and troubleshooting to Energy Consultants who operate and work at Energy Bars and Events.
Please refer to the position description attached to the job advert for a full understanding of the role
About you and what you will bring to be successful
You have demonstrated experience in scheduling and handling complex forecast across multiple contact channels
You have demonstrated understanding and exposure of workforce management methodologies and principles
You have a good knowledge of customer operations and the factors that influence them (productivity KPIs, service levels, and the relationships between quality, productivity, and employee satisfaction)
You have excellent technical skills, including high proficiency in MS Office products (particularly Excel), Billing system, CXone and relevant technologies
You have proven ability to service highly flexible businesses and contending with competing demands.
You possess excellent communication skills, both verbal and written.
Apply now
Please apply through the online portal by uploading a resume and a cover letter telling us about the key skills, experience, qualifications, and capabilities you can bring to this role.
To learn more about this exciting opportunity you can contactPrachi Kamathon 0477 361 982
If you have any questions about the application process, please contactMacy Dkhar at ******
Applications close on 24 November 2024
So, why join us?
At ActewAGL, we pride ourselves on putting our people first.Some of the perks you can expect are:
Discounts on gym memberships
Ongoing professional development
Free flu vaccinations annually
Free on-site physiotherapy
Access to free wellness support and resources
Income Protection upto 3 years
Competitive remuneration including superannuation of 15%
Access to Flexible Work Arrangement options depending on operational requirements.
On-site change rooms with full showers and facilities
A secure bike storage area
Convenient paid parking options across the road at The Canberra Centre
5 min walk to Northbourne Avenue tram stop.
Reward and recognition schemes
We are an Equal Opportunity Employer who embraces and fosters a culture that supports diversity, inclusion, and respect, where people are empowered to fulfil their potential. We welcome people with diverse skills, experiences, perspectives, and backgrounds, and encourage applications from women, Aboriginal and Torres Strait Islander people, people with disability, people that identify as LGBTQIA+, and people from culturally and linguistically diverse backgrounds.