Address
Form of workAre you a dedicated Contact Centre Director/Manager? Our client - a Federal Agency that funds those with disability - and is looking for an Assistant Director for the National Call Centre Workforce Planning division.
The role is full time, a 12 month assignment with the possibility of extension, located in Midland and earning $602.55 per day + 11% Super.
- You must be an Australian Citizen to apply for this role
About the role:
- Leading a multi-functional team in a Contact Centre environment.
- Providing the end-to-end workforce planning function of the NCC.
- Leading a team responsible for forecasting work effort in a segmented Contact Centre that includes an insourced and outsourced workforce.
- Ensuring maintenance of capacity and recruitment planning.
- Leading engagement with internal and external stakeholders to inform the NCC planning cycle.
- Having a strong understanding of NCC operations including the drivers of performance in a call centre environment.
- Leading and scheduling activities for agents.
- Responding to short term changes in plans to optimise NCC performance.
About you:
- Proven experience in directing or managing a high-volume Contact Centre
- Capacity and recruitment planning to maintain strategic capacity.
- Leading strong stakeholder engagement to be able to inform on the NCC planning cycle in a way that is appropriate and readily understood.
- Delivering end-to-end workforce planning including rostering, scheduling and forecasting
- Team leadership experience
- Data analytics skills
If you are and Australian Citizen, passionate about making a difference and thrive in a challenging yet rewarding environment, apply now. Applications close 5pm 22nd February. Only short-listed candidates will be contacted.
At HOBAN we embrace diversity, inclusion and equal opportunity. We welcome and encourage applications from people from all backgrounds.
We provide reasonable adjustments; including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email ***********@hoban.com.au or visit hoban.com.au/adjustments.
