AddressThe Regulatory Operations Group is responsible for operations in Service Delivery and Enforcement and Practitioner Surveillance. This work operationalises AFSA's strategy, delivering integrated end to end regulatory services that supports clients through AFSA systems and ensures compliance in line with AFSA's approach to regulation to: People centric, Outcomes focused, Harms based, Intelligence led, and Strengths based.
The AFSA Service Centre (ASC) falls within the Service Delivery Division and provides frontline services relating to personal insolvency and the personal property securities register. The ASC manages all incoming email correspondence and phone calls for both internal and external stakeholders and clients.
The Workforce Planner is responsible for the consistent achievement of positive outcomes for the AFSA Service Centre (ASC) staffing levels in relation to workforce planning and capability to make sure it employs enough workers with the right skills at the right time to meet our work demands.
The role provides quality advice, assistance, and consultation to ensure appropriate and adequate staffing levels are maintained by identifying skill gaps and assistance with ever changing resourcing requirements.
This role is critical in supporting a high performing team that focuses on continuous improvement and enhances the client experience as we strive to be a world-class government service provider.
The key duties of the position include
Key accountabilities
- Oversee and facilitate the creation and publication of schedules for ASC staff in alignment with forecasted business requirements, with a focus on providing a positive client experience to meet changing seasonal and client requirements.
- Amend and maintain agent schedules for ASC staff in alignment with forecasted business requirements and changing client's needs, with a focus on providing a positive client experience.
- Monitor real time centre performance against KPI's and identify and resolve problems with operational performance with a focus on delivering timely and quality client outcomes.
- Make relevant changes to agent telephony and email queues as requested by the Workforce Manager as well as monitor adherence to ensure necessary steps are taken to achieve KPI targets.
- Provide advice and support on ASC workforce staffing matters and seek ways to enhance operational efficiencies through effective workforce planning.
- Work collaboratively and build relationships and network with a diverse range of ASC staff as well as promote future resourcing initiatives.
- Provide advice and assistance with workforce planning initiatives, including the evaluation of internal and external recruitment options as well as the ongoing upskilling and development of the existing ASC workforce.
- Review staff movement requests and recruitment requirements making recommendations on the continuous improvement of workforce optimisation as well as advice on future recruiting strategies.
- Ability to be flexible, embrace change and show resilience in a fast-paced work environment to ensure we adapt and respond to our changing economic environment, whilst maintaining a strong client centric focus.
- Assist with the administration and maintenance of the associated WFM staffing documentation as well as the WFM SharePoint pages incorporating relevant support guides and work instructions as required.
All duties will be performed in accordance with:
- the APS Values, Code of Conduct and Employment Principles.
- WHS obligations, taking responsibility for own health and safety and that of others.
- AFSA's risk management framework and relevant legislation, including guiding others to identify and mitigate foreseeable risks.
Core skills and capabilities
To be successful in the role, you will demonstrate the following:
Applies digital dexterity
Demonstrates commitment to explore, learn and adopt new technologies and ways of working, to achieve better business outcomes. Displays a growth mindset.
Communicates simply and clearly
Communicates clearly in plain English, without using jargon. Demonstrates an ability to convey a message succinctly and with empathy, regardless of medium (written, verbal, digital). Understands the target audience, and tailors' message in a way that appeals to them.
Fosters a service culture
Keeps people at the centre of thinking, decisions, and actions, including internal systems and processes. Demonstrates empathy, curiosity and listens deeply to understand a person's context, challenges, and needs. Keep one's word and follow through on promises or commitments made.
Working with ambiguity
Demonstrates proactivity, emotional intelligence, and self-direction in the face of uncertainty, change or new situations. Chooses a course of action or decision without having the total picture.
Qualifications accreditations and experience
Required:
Strong experience in workforce planning, scheduling, and real time monitoring in a contact center environment.
Highly desirable:
Forecasting and reporting experience.
Why AFSA?
You will enjoy excellent conditions including:
- generous superannuation (15.4%).
- hybrid working environment.
- a modern work environment.
We are a workplace committed to providing an environment that values diversity and supports staff to reach their full potential.
We encourage applications from Indigenous Australians, people from culturally diverse backgrounds and people with disabilities.
At AFSA we encourage every employee to balance their family commitments and personal interests with flexible working options.
