Workforce Planner/Rostering Coordinator

Full Time, Permanent
Brisbane
Posted 2 weeks ago

  • Contact Centre experience essential 
  • ShiftTrack Workforce Management tool 
  • Cisco/Verint; Telephony/Planning software
  • Permanent role – Brisbane

Our client is a leading not-for-profit organisation with offices across Australia. They are currently in need of an experienced Workforce Planner/ Rostering Coordinator to assist them in their Contact Centre. 

Permanent role – Brisbane based!

As the Roster Coordinator you will be required to establish and maintain an effective workforce management function for the national service contact centre.  The role includes: accurate forecasting of workload and staffing requirements, roster management, real-time monitoring, leave management, KPI and operational reporting.

Essential Qualifications and Experience

  • 2+ years performing workforce planning activities within a contact centre environment 
  • Demonstrated experience utilizing a workforce planning tool (ShiftTrack preferable but not essential)
  • Contact Centre functions, methodologies and metrics knowledge & experience
  • Demonstrated experience in producing reports, analysis and recommendations in relation to WFM processes and Contact Centre performance 

Skills

  • Strong analytical and problem-solving skills.
  • Well versed with MS office products (advanced MS Excel skills)
  • Experience utilizing telephony and BI reporting tools. Cisco / Verint solution is preferable.
  • Excellent written and verbal communication skills.
  • High attention to detail and ability to meet quality standards.
  • Working knowledge of Planning and Telephony software essential. Experience with a cloud solution would be advantageous.

If you meet the requirements and are looking for your next role in Workforce Planning/Rostering, please Apply Now with your updated CV in Word format. 

Applicants must have Australian Citizenship or Permanent Residency. Relocation costs are not covered.

Job Features

Job CategoryInformation & Communication Technology

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