Coordinator - Workforce Optimisation

Summary about this job

Detail information about job Coordinator - Workforce Optimisation. Terms and conditions vacancy

• Great Team
• Based in Balcatta
• Free parking available

As the principal supplier of water services across WA we have career opportunities state-wide. We are an equal opportunity employer and offer great employee benefits and long term career development opportunities. If you're experienced in your field and you share our commitment to WA then consider the Water Corporation as your workplace of choice.

About the role:

The Coordinator - Workforce Optimisation will work as part of the Workforce Optimisation team reporting to the Lead - Workforce Optimisation to deliver all aspects of multi-channel workforce management initiatives for the Contact Centre. This will include real-time monitoring, operational scheduling and forecasting, performance monitoring and analysis across a range of contact channels.

This role will support the optimisation of key performance metrics through the delivery of forecasting and scheduling accuracy, resource optimisation, shrinkage management, real-time management and proactive communication with key stakeholders. A strong working knowledge of multi-channel contact centres, workforce planning methodologies and principles and contact centre technologies will be essential and fundamental to this role.   

In this role you will be responsible for

• Maintaining and analysing historical data to accurately deliver short term contact centre forecasts across multiple channels

• Development and optimisation of contact centre schedules

• Real-time monitoring of contact centre and agent performance

• Proactive communication to key stakeholders on contact centre performance, risks and opportunities

• Effectively operate as part of the Workforce Optimisation team to contribute to an environment that encourages teamwork, personal growth, development and overall customer experience

• Contribute to the continuous improvement of internal workforce management processes

Skills & Experience

• Considerable experience forecasting and scheduling using workforce optimisation tools

• Knowledge of contact centre metrics, workforce planning methodologies and operational principles

• Demonstrated ability to analyse and interpret data to provide recommendations

• Strong communication and stakeholder management skills

• Demonstrated organisation skills to meet a range of multiple demands

Apply

If you are interested in the above opportunity please submit a covering letter and resume that best demonstrates your ability to meet the requirements of the role.

Applications close on Friday 6th July 2018

We reserve the right to withdraw this advert prior to the closing date

Our commitment to an inclusive workplace:

Through our Equity and Diversity Management Plan and People Strategy, Water Corporation is committed to creating a diverse and inclusive workplace of the future.

We understand that unique perspectives, ideas and contributions only strengthen our workforce and are recognised and valued.

We encourage applications supporting our key priority communities - Aboriginal and Torres Strait Islanders, women and people with disability.

We encourage applications supporting our key priority communities - Aboriginal and Torres Strait Islanders, women and people with disability.