AddressAre you passionate about streamlining operations and enhancing customer service? The Customer Experience and Delivery (CED) portfolio seeks a dedicated Workforce Planner to support the Customer Support Team (CST). You’ll design effective processes and policies to help achieve our strategic objectives, ensuring efficient scheduling, rostering, reporting, and forecasting in our telephone-based CST. With a focus on Key Performance Indicators (KPI)s, customer satisfaction, and employee engagement, you'll play a vital role in shaping our services. If you thrive on driving change and improving performance, apply now to make a real impact in the lives of Queenslanders!
About the role
In the heart of Queensland Public Trustee's (QPT) CED portfolio lies CST, dedicated to empowering Queenslanders through trusted financial services. The CST serves as the primary point of contact for financial management customers, their support networks, and service providers.
As a Workforce Planner, you will be a cruicial member of the CST, ensuring the seamless operations delivered by telephone.. Your expertise will drive efficient and quality scheduling, rostering, reporting, and forecasting of current and future workloads in a small contact centre environment. By developing robust operational reports, you will monitor call flow trends, informing strategic decisions related to training and development, ultimately aiming to enhance customer satisfaction and meet KPI targets.
This is a full-time temporary opportunity up to 11 months based in Brisbane CBD. Please download the role description for more information.
About you
As a Workforce Planner, you'll be valued for your ability to drive change, enhance performance, and mobilise talent. You are a collaborative individual who thrives in a fast-paced, customer-focused environment, where integrity and respect are paramount.
To excel in this role, the following attributes will be your keys to success:
- Demonstrated experience in workforce planning, particularly within a contact centre environment.
- Strong analytical skills with the ability to forecast trends and develop operational reports.
- Excellent written and verbal communication skills.
- Proven ability to develop and implement training programs and workforce planning protocols.
- Strong organisational and time-management skills, with the ability to manage multiple tasks and priorities.
- Ability to maintain focus and optimism under pressure, ensuring steady performance.
What we offer
- A fulfilling role where your skills positively impact lives
- Dynamic work environment with diverse responsibilities
- Opportunities for personal and professional growth
- Supportive cultures prioritising employee mental health and wellbeing
How to apply
If you are interested in working with us, please provide the following information:
- Your current resume, including a comprehensive employment history and any relevant qualifications and professional certifications you hold.
- A cover letter (no more than one page) outlining recent examples of your ability to demonstrate the ‘Key capabilities' required to perform the ‘Key responsibilities' of the role, as outlined above.
- Contact details for two referees. At least one referee should have thorough knowledge of your conduct and performance within the previous two years. If you are a current or previous public service employee, please nominate a referee who can report on your public service employment.
- Details of any visa conditions if you are not an Australian citizen or do not have permanent residency status.
The QPT is a value for money independent state trustee service dedicated to advancing and safeguarding the rights, interests and wishes of Queenslanders in need of financial management, trust and estate planning and administration support. We have been looking after Queenslanders and their families since 1916.
