Address We are seeking a candidate who can provide excellent management support in a Federal G overnment agency on the Gold Coast.
The National Contact Centre (NCC) Branch undertakes service delivery implementation and enhancement for participants and providers of the agency. The Branch is the main communication channel for people to contact the agency. The National Contact Centre responds to enquiries from participants, prospective participants, providers, organisations and the general public. The NCC completes a range of processing workloads including outbound call campaigns and internal IT support. It delivers a wide range of customer enquiry and contact services related to the entire scheme participant and provider pathway.
The EL1 Assistant Director NCC Workforce Planning is an important team leadership position within the Agency and will have delegated authority and responsibility to resolve issues and risks across wide-ranging activities of substantial depth involving significant detail. The role requires providing leadership, control, planning, resource management, performance management and decision making for the Team Membership and assigned Contractors working within the work area.
The position is responsible for actively managing key internal and external stakeholder relationships and where required will represent and negotiate on behalf of the agency to advance the agency's interests across a range of forums.
Key Responsibilities:
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.
Key skills/experience required:
Strong stakeholder engagement skills
Excellent written and verbal communication skills
Capacity and recruitment planning to maintain strategic capacity.
Delivering end-to-end workforce planning including rostering, scheduling and forecasting
Team Leadership experience
Data Analytis skills
This is a 12 month assignment located in Robina. Daily pay rate up to $602.55 plus super.
For a confidential discussion about this role please feel free to contact Aoife Bradley on 07 3100 7*** - *************@randstad.com.au
Undertaking a temporary contract through Randstad will give you exclusive access to our candidate benefits portal. This includes many discounts across health insurance, phone plans, grocery stores and other retail stores as well as many other discounts. You will be able to access this directly through our easy to use timesheet portal upon commencement of your Assignment.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
Please click here to apply.
