We are seeking applicants who, within the context of the role responsibilities, possess the following key attributes:

• Demonstrated knowledge of workforce management, scheduling and contact centre methodologies and reporting principles, including experience using workforce management software and applications.
• Well-developed conceptual, analytical, numerical reasoning and problem-solving skills, including a demonstrated ability to analyse and interpret trend, output, and outcome performance data to drive performance review and improvement.
• Demonstrated ability to contribute to strategic planning, review workforce planning policies and practices and develop and implement service improvement initiatives.
• Highly developed interpersonal and communication skills and the proven ability to establish and maintain productive relationships, liaise effectively and work collaboratively with a diverse range of stakeholders to achieve desired outcomes.
• Demonstrated high-level attention to detail and the ability to plan and prioritise tasks to achieve required outcomes and meet deadlines.
• Proven ability to work effectively both independently with limited supervision and as part of a collaborative team; and the ability to embrace change and growth in a complex operational environment with regularly changing priorities and development opportunities.

The following mandatory requirements, special conditions and/or other requirements apply to this role:

• The incumbent may be required to travel on official business and the possession of a C class driver's licence may be required.
• Previous experience in workforce management, planning, or resource scheduling will be highly regarded.
• Previous Experience with Workforce Management NICE IEX System

Applications to remain current for 12 months.

Job Ad Reference: QLD/620285/25

Closing Date: Friday, 28th February 2025