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Workforce Planner / Scheduler

Probe - Melbourne, VIC

Customer Service & Call Centre
Source: uWorkin


At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia, North America and South Africa, we're no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

About the Role

The primary purpose of this role is to drive optimal resource efficiency through accurate forward planning and providing valued operational input to the contact center. The role will also be responsible for creating optimum schedules for call centre operation whilst meeting service level goals within budgetary parameters and provide real time support to the contact center through creating real time reports and servicing administrative requests like exception plotting.

Key Details:

  • Commencing ASAP
  • 6 month initial contract with possibility of extension
  • Located at our LaTrobe St head office (the role may have a WFH aspect initially but this may change to the CBD office location based on government advice)
  • The successful candidate will be required to undergo a Background Check including a National Police Check.
  • Applications Close 5pm Friday 26th February 2021
Key Responsibilities:
  • Developing staffing schedules / rosters that ensure contact centre staff are scheduled for maximum efficiency to meet the organisation's demand.
  • Ensuring that all rosters and schedules are created in line with accurate traffic profiles including historical and current contact channel volume data, program and operational requirements and capacity plans
  • Conducting ongoing monitoring of queue operations, responding in consultation with Team Leaders/Managers to variances in cost effective ways and in accordance with volume related KPI's and service quality standards
  • Advising Contact Centre Manager of the most cost effective use of leave without pay, overtime and other flexible staffing options to balance resource demands.
  • Maintain capacity plan regularly updated with most recent forecasts which may be needed for budget/forecast in Finance and Recruitment
  • Resolving issues and making recommendations to ensure the profitability, productivity and overall success of any program in a timely and cost effective manner.
  • Analysing inbound and outbound operations/programs for the provision of daily, weekly and monthly reports and recommendations for management
  • Work proactively to mitigate and highlight operational scheduling risks, to position the business to avoid financial penalties
  • Analysing and providing solutions to support the business to address non-productive time
  • Encourage best practice Workforce Optimisation across the teams by sharing wins, challenges and opportunities on a quarterly basis
  • Provide in-depth analysis into scenarios and deliver forecasts around Attrition, AHT, Calls Volumes, as required
  • Apply best practice industry benchmarks (shrinkages/occupancy etc) and targets specific to the contact centre and develop plans for most optimal workforce to manage the forecast workload.
Key Skills and Experience:
  • Previous experience in a similar role in a contact centre environment
  • High level PC skills - Google Suite and MS Office - especially Sheets / Excel
  • Ability to problem solve through selection of appropriate techniques, procedures and information to achieve effective resolution
  • Excellence in service delivery under time pressure
  • Proficient written and oral communication skills
  • Ability to build relationships & work collaboratively with clients and organisational peers
  • Ability to work autonomously, employ initiative to find solutions, prioritise and exercise discretion
  • Exceptional attention to detail, time management and organisational skills
  • Excellent working knowledge of contact centre operations, roster planning and metrics and related technology
  • High level of mathematical, statistical and analytical skills
We're looking for passionate people to join the Probe family.

Our promise to you.

There is no rule that says that work can't be fun. We promise that every day will be different and that fun will be had. We promise you an opportunity to grab a job and stay for a career. We promise you rewards for a job well done and an inclusive culture. We're committed to continuously improving and maintaining our diverse and inclusive workforce. We believe in having a PURPOSE. Investing in our PEOPLE, and being PASSIONATE about what we do

Apply now to be considered!

Please note that while this role may have a work from home aspect intially, this may be subject to change to an in-office role within the Melbourne CBD pending government updates.

Due to the current climate, we are receiving a high volume of applications. Regardless, we promise to provide you with an outcome on your application.


Melbourne, VIC

Customer Service & Call Centre


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