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Workforce Planning Analyst

Hays - Melbourne, VIC

Customer Service & Call Centre
Source: uWorkin


Looking for an experienced contact centre workforce planner for a fantastic local government opportunity

Your new company
A new and exciting opportunity for a well established local government council who are looking for a workforce planner for their growing team

Your new role
You will be in charge of a well established contact centre and have significant experience in a contact centre workforce planning role, with a strong understanding of Customer Service operations, methodologies and metrics.
This is a fixed term opportunity with the potential to be extended.

What you'll need to succeed

  • Significant experience in staff planning, scheduling, and real-time resource management
  • Excellent time management, prioritisation and organisational skills
  • Highly developed reporting skills with a good understanding of balanced scorecard principles
  • Experience with data and analysis tools, including MS Excel, Power BI or similar
  • Significant IT system experience. Knowledge of Cisco Finesse, UCCX will be highly regarded
  • Exceptional communication skills, problem solving and cross group collaboration
  • Demonstrated ability to establish, maintain and leverage positive relationships with internal and external stakeholders, in order to achieve a high level of performance

What you'll get in return
A brilliant opportunity to work within local government in a fantastic team, you will be part of shaping and enhancing the team bringing a pair of fresh eyes to the role.
A competitive salary with the opportunity to be extended for the right person.
Parking on site and flexible working options.

Please note - relevant experience is a must to be considered for this role.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to bryony.ager@hays.com.au, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

LHS 297508 #2440347

Melbourne, VIC

Customer Service & Call Centre


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