Workforce Optimisation SpecialistWork for an iconic Canberra brand dedicated to the local communityCompetitive remuneration package with great benefits$85,428 plus 15% superannuationOngoing, Full-Time opportunityActewAGL 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 teamAs 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.About your new roleReporting 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 required.A day in the life of the roleCreate rosters and schedules to ensure sufficient coverage of personnel across functions of the Contact Centre, Energy Bars and eventsEnsure effective resource utilisation in response to short-term disruptions to the schedule in order to maximise customer satisfaction and experienceUndertake real-time analysis including scenario and trend analysis to ensure adequate resourcingSupport 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.About you and what you will bring to be successfulYou have demonstrated experience in scheduling and handling complex forecast across multiple contact channelsYou have demonstrated understanding and exposure of workforce management methodologies and principlesYou 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 technologiesYou have proven ability to service highly flexible businesses and contend with competing demands.You possess excellent communication skills, both verbal and written.Apply nowPlease 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 contact Prachi Kamath on 0477 361 982.If you have any questions about the application process, please contact Macy Dkhar at ****** close on 24 November 2024So, why join us?At ActewAGL, we pride ourselves on putting our people first. Some of the perks you can expect are:Discounts on gym membershipsOngoing professional developmentFree flu vaccinations annuallyFree on-site physiotherapyAccess to free wellness support and resourcesIncome Protection up to 3 yearsCompetitive remuneration including superannuation of 15%Access to Flexible Work Arrangement options depending on operational requirements.On-site change rooms with full showers and facilitiesA secure bike storage areaConvenient paid parking options across the road at The Canberra Centre5 min walk to Northbourne Avenue tram stop.Reward and recognition schemesWe 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.
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