Melb based | $120,000 circa neg
Full time

 Our client brings best in class innovative Contact Centre solutions to Tier 1 organisations around Australia. 2500 fte strong, their success is founded on their commitment to creating amazing experiences – they have worked hard to develop a culture that is dedicated to the customer experience and the growth of their people, recognising this to be key to the growth of their business – and is why they continue to go from strength to strength!  

Key responsibilities will include: 

  • the management and oversight of a team of Workforce Specialists, (Workforce Analysts, Real Time Analysts & a Campaign Analyst) covering functions across volume and staff forecasting and planning, and Real Time support and oversight.

  • Supporting the Senior Workforce Manager (operating as his 2IC) in formulating key strategies that address factors that are essential to the organization’s success, and drives initiatives that improvement business outcomes including operational efficiencies

  • Analysing new business opportunities – analysing trends, and volume forecasts

  • Weekly client meetings presenting the results and identifying trends on portfolio performance

  • Taking an RFI and operationalizing (ie new business operational modelling and plan development)

  • Presenting proposals re staffing numbers and best utilisation of Agents

  • Ensuring compliance to all company and industry guidelines

  • Facilitating of analysis to identify continuous improvement

  • Build relationships quickly with key internal and external business partners.

  • Proactively anticipating workforce needs.

  • To proactively rising to a challenge