Address- Permanent, full time position
- Based in Adelaide
About us
The National Disability Insurance Scheme (NDIS) is the largest Australian social reform since Medicare. It’s life changing for people with disability… but that doesn’t mean it’s easy to navigate. And that’s where My Plan Manager Group comes in!
As a financial intermediary operating in the NDIS ecosystem, we un-complicate the NDIS for participants by supporting them to manage the funding in their NDIS plans. That means our award-winning team and tech take care of financial administration – like managing budgets, processing invoices, and providing compliant financial reporting – and our clients get on with what’s important to them.
About the role
The Client Services Quality & Real-time Analyst will assist the key stakeholders by providing feedback on trends with issues and inconsistencies with Operational staff performance. You will need to display excellent knowledge of MPMG procedures with strong excel skills and a friendly disposition to quickly build trust with all Operational Staff to enable an effective QA process to occur.
What you’ll do
Reporting to the Workforce Optimisation Manager you’ll:
- Coordination of staffing allocation and availability of Client Services team members to achieve service level objectives
- Provision of Real Time analysis, monitoring & problem solving and facilitation of real-time discussions with relevant stakeholders
- Workforce scheduling which includes keying of daily exceptions requests, updating of schedules and responding to escalated issues and ad-hoc requests
- Reporting and analytics – provision of assurance that all reports originating from business unit are accurate and reliable and completion of root cause analysis as required
- Development and implementation of a Call and Quality framework for the Provider Services Division
- Monitor Real Time multi-channel queues, maintain adherence to schedule and adjust schedules in an accurate and timely manner.
- Manage Real Time queue management and skill activation across varying business areas for optimal efficiency and productivity to ensure service levels are met
- Deliver updated intraday workforce optimisation and recommendations to leaders.
- Proactively liaise with business areas to enhance our ability to achieve SLA, Abandonment and Productivity targets.
- Identify, analyse, and communicate productivity, service and volume trends impacting operations which require contingency plans.
- Collaborate with Provider Services Support team members by using intellect from queue monitoring and trend analysis to identify opportunities for coaching, training, or process enhancements.
- Ability to gather information when required from multiple business units which impact operational rhythm and future forecasting.
- Transform data into meaningful insights through recurring reporting and ad hoc requests.
- Assist with maintaining workforce planning data integrity and accuracy.
- Offer prompt and sound service to requests from stakeholders of all levels.
- Track service standards of all queues to form daily strategic approach for resources.
About you
To be our next Client Services Quality & RealTime Analyst, you’ll have:
- Previous experience and proficiency in delivering workforce scheduling and intraday management of multi-channel queues and resources.
- Sound understanding of workforce planning principles and methodologies behind workforce optimisation, resulting in the right balance of satisfaction for customers and staff.
- Previous experience generating and maintaining reports.
- Well-developed analytical and problem-solving skills balanced with empathy and the knowledge of potential impacts to enable multi-dimensional customer centric business decisions.
- Ability to multitask, respond promptly, logically, and accurately under pressure in a fast-paced environment.
What’s on offer
As Australia’s first, largest and leading provider of NDIS plan management services, we’re offering:
• full time position (between 8am and 6pm, Monday to Friday)
• a bright, modern and sustainable office in a prime city location
• ongoing training, support and guidance to help you reach your full potential
• room for career growth
• an extra two days of paid leave each year to engage in volunteering activities with a registered charity of your choice
• a fun, inclusive and vibrant workplace culture
We embrace equal opportunity, and we thrive on it!
At My Plan Manager Group, we don’t just accept difference – we celebrate it, we support it, and we thrive on it for the benefit of our clients, our team, and our work. We’re proud to be an equal opportunity employer that embraces diversity.
How to apply
If you’d like to apply for this role, please click the ‘apply now’ button and follow the prompts.
Applications close on Friday 7th June 2024.
