Contact Centre Workforce Planner

  • 499612
  • Canning Vale, WA, Australia
  • APM Group
  • Call Centre
  • Customer Service
  • Full Time

Forget everything you know and expect about a call centre customer service environment. This is an environment where people are encouraged to be creative and where quality outcomes for customers and clients is the focus.


A thought leader in the team, you will be responsible for effectively managing the long-, medium- and short-term resource planning requirements to enable excellent service. You will ensure the right people are in the right place at the right time to deliver a quality outcome.


Day to day you will:

  • Create reports and dashboards to generate regular and ad-hoc reports
  • Analyse data and share the story that the numbers are telling with multiple stakeholders
  • Forecast call volumes and expected call volumes by queue
  • Develop models to ensure appropriate workforce resources are available for all call and non-call activities
  • Ensure the smooth operation of the centre by monitoring and adjusting schedules in real-time


What’s in it for you
Working in the Canning Vale office, a purpose-built corporate office for our Customer Service team, you will have access to free parking, fresh fruit, Friday afternoon socials and more.


This newly created permanent position has been endorsed to support an expanding Customer Service Centre to meet the needs of APM Group across Australia and New Zealand. As an organisation, APM Group has grown exponentially over the past 18 months and continues to grow.


You will have the flexibility in this role to support your ongoing personal commitments. Working across Monday to Friday only, we can work with you to plan hours that suit your needs.

 
What we’re looking for

  • Contact centre environment experience
  • Successful forecasting and planning experience
  • Strategic workforce planning or resource management experience
  • Demonstrated success in delivering complex projects within scope
  • Strong data analysis and insight development experience

 
Apply now to take your first step into a role that has been created to support the recent and future growth of a much-needed service to APM’s Australia and New Zealand operations. For more information, please contact Craig on 0438 394 980.


Applications close 11.55pm Tuesday 21 September 2021


We're committed to Equality, Diversity and Inclusivity
We welcome all people to join our team, including people from Aboriginal and Torres Strait Islander communities, living with disability, all gender identities, LGBTQIA+, people of any socioeconomic status, of any age, race, national origin or ethnicity. We believe each person’s uniqueness makes us even better at the work we do.

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