Housing Contact Centre Scheduling Manager

Are you a maestro of scheduling and resource management? Thrive in the challenge of meeting resourcing needs in a fast-paced customer service environment? DHA is in search of an experienced resource management professional to join our team. Your prioritisation skills, strong communication, and resource management prowess will play a crucial role in overseeing the operations of multiple Contact Centres nationwide. Join us and make a significant impact with your expertise.

Title: Housing Contact Centre Scheduling Manager

Location: Adelaide

Level: DHA Level 6

Salary range: $93,834 - $107,874 plus 15.4% super

About your team:
The Service Delivery group is responsible for all delivery of services including adherence to Standard operating procedures (SOPs), meeting of KPIs and resolution of customer service issues. These services are specified in DHA’s Services Agreement and defined by the business architecture provided by the Service Strategy and Design team.

The Contact Centre is responsible for delivering timely, consistent and professional customer service to Defence members and their families. Operating across sites in Adelaide, Townsville and Newcastle, the Contact Centre delivers Housing, Maintenance and Living in Accommodation services in a multi-channel environment.

About your contribution:
As the Housing Contact Centre (HCC) Scheduling Manager you will influence HCC operational strategies and offer high level expertise on all scheduling matters impacting the HCC’s. You will be required to monitor, analyse and report on Contact Centre to make sure resources are used effectively and efficiently to deliver excellent customer service and housing solutions, as well as look for continual business improvements which will improve Contact Centre operations.

To be successful in this role, you will have:

• Demonstrated ability to plan, monitor and adjust the use of resources in order to maintain a high service delivery standard and deliver an effective approach to resource management.
• Proven experience in understanding the impact of a Contact Centre on longer term strategic and operational outcomes for the business.
• Experience in scheduling and labour forecasting in a large Contact Centre and an understanding of contemporary Contact Centre operations.
• Demonstrated ability to build and maintain positive relationships with team members, clients and stakeholders to ensure delivery of consistent customer service.
• Well-developed problem-solving skills coupled with the ability to synthesise data across multiple sources and undertake analysis to identify trends and opportunities.

Order of merit – Any merit pools established from this merit-based process will be valid for 18 months from the date of advertising. This merit pool may be used throughout this period to fill similar positions in the event positions become vacant.

How to apply - For further information including position description please visit: https://careers.dha.gov.au/

*A 500-word one page pitch is required to apply for this role.

The RecruitAbility scheme applies to this vacancy. For more information on the RecruitAbility scheme please visit the APSC’s page on RecruitAbility.

DHA is committed to building an inclusive and diverse workforce. We welcome applications from across our community including, Aboriginal and Torres Strait Islander peoples, women, people with disability, people from culturally and linguistically diverse backgrounds, those who identify as LGBTIQ+, ex-defence members, mature aged employees and carers.

Applications Close: 11.55pm Wednesday 31 January 2024.