Resourcing Analyst
Looking for Resourcing Analyst who can efficiently respond to demand within our contact centre business
Summary about this job
Management & Support
Company: Telecommunications Industry Ombudsman
Location: Melbourne
Work type: Contract/Temp
Salary: n\a
Phone: +61-8-1016-5735
Fax: +61-7-5290-7955
E-mail: n\a
Site: n\a
Detail information about job Resourcing Analyst. Terms and conditions vacancy
- 2 Years Maximum Term Role
- Competitive salary with NFP Rebatable Employer Benefits
- CBD location - close to public transport
- 2 Years Maximum Term Role
- Competitive salary with NFP Rebatable Employer Benefits
- CBD location - close to public transport
The Telecommunications Industry Ombudsman is an independent dispute resolution service for small business and residential customers who have a complaint about their telephone or internet service in Australia.
The Resourcing Analyst will support and enable the Early Resolution group to efficiently and effectively respond to demand.
Responsibilities:
Reporting to the Early Resolution Leader, the resourcing analyst will support and enable the Early Resolution group to efficiently ad effectively respond to demand from the Australian public.
Some of the key responsibilities include:
- Perform intraday real time management responding to demand variances against forecast and demand for the TIO’s services.
- Maintain appropriate levels of staffing and floor support maintaining accessibility of the service
- Administers contingency plans to respond to variances in demand to maintain appropriate balance between service levels and occupancy
- Review and interpret longer term forecasts and other operational drivers to develop intraday plans and rostering
- Interpret longer term demand forecasts and operationalise into intraday rostering, including all scheduling
- Work with the Early Resolution Leader to support the delivery of the objectives of the group and the broader TIO strategic framework
- Work with multiple stakeholders to influence present information and independently identify trends and make recommendations based on factual data.
Qualifications:
- Tertiary qualification in a relevant discipline is desirable
- Experience in workforce and resource planning in a multi channel environment (Inbound, Outbound, Email and Case Management)
- Experience in contact centre, back of house or equivalent high volume setting
- Knowledge of reporting and data analysis methodologies
- Advanced planning, organisation skills and attention to detail
- Influential verbal and written communication
The benefits of working with us:
We are a not for profit non-government organisation that provides an independent dispute resolution service for small businesses and residential consumers who have a complaint about their telephone or internet service in Australia. Our values are Integrity, Collaboration and Excellence. You will enjoy a variety of benefits, including 28 days of annual leave. As a Rebatable Employer, you have access to additional salary packaging benefits. We are a national organisation located at Docklands, very close to Southern Cross Station.
How to Apply:
Copy of Position Description: https://bit.ly/2NFLY4v
To apply, please send your application to Dhanya Viswanath, Talent Acquisition Lead at: [email protected] by TIME, DATE. Applications must include a current CV and a covering letter which addresses the “Person Specification” criteria listed in the Position Description for this role. Please note, applications that fail to address the Key Selection Criteria will not be considered.
Applications close date COB Monday 30 July 2018