Workforce Planning Officer | Housing Contact Centre

Workforce Planning Officer
Department of communities and Justice
Housing Contact Centre

• Ongoing full-time
• Talent Pool will also be created to fill possible future vacancies
• Location: Liverpool
• Clerk Grade 5/6, Salary ($93,295 to $102,941), plus employer's contribution to superannuation and annual leave loading

Do you have a passion for customer service and would like to use your delivery and management experience to help make a difference in our public housing operations?
The Role
The Workforce Planning Officer's role is to support the development and implementation of Contact Centre staff rosters and rostering patterns for both phone and non-phone work, aligning staffing preferences where possible in accordance with relevant award conditions and organisational agreements to ensure business needs are met in the delivery of efficient effective DCJ Contact Centre services.
The role works with the Manager and the Workforce Planning team to analyse, develop and implement staff rosters and schedules, including leave schedules, rostered days off and any other leave/staff absences. Further, the role also adapts current and real time rosters and schedules to meet changing business and client needs.
What we're looking for

• Demonstrated experience in the development of schedules/rosters in a 24/7 Contact Centre or similar environment.
• Demonstrated experience in forecasting & scheduling in a multi skilled & multi queued blended Contact Centre or similar environment.
• Exposure to Genesys WFM is highly desirable

What We Can Offer

• Location - Liverpool
• DCJ Clerk Grade 5/6
• Salary range $

p.a. plus employer's contribution to superannuation and annual leave loading. * 4 weeks annual leave per year of service

• Generous salary packaging options and other fringe benefits
• Flexible work practices
• Opportunities for learning and development and Internal career progression

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply - you do not need to meet every desired requirement for us to want to talk to you.
We do work that really matters
Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It's work that really matters.
Apply now and join where we will support you and provide an exciting and flexible working environment!
Are you ready to join us?
Click apply, attach a cover letter (maximum 2 pages) outlining how you meet the requirements of the role as well as an up-to-date résumé (maximum 3 pages).
Applications close 11:59pm AEST Monday February 12, 2024
Got a question?
For more information about the role or what it's like to work for DCJ, please contact the hiring manager Peter Daliouris
If you've got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best, please reach out to Robbie Chiplen via:
Visit to learn more.
Inclusion and Diversity lies at the heart of how we recruit
We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.
To find out what DCJ are doing to build an inclusive and diverse workforce, visit .
Other Information
A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.
For more information visit .
Thank you for your interest in this role. We look forward to receiving your application.