• Federal Government Opportunity in Sydney CBD
• Initial 2-Month Contract with possible extension
• $55.88 per hour + super

Our client is a Federal organisation that supports the implementation of the national regulatory scheme for health professionals. The purpose of the health practitioner regulation is to protect the public by ensuring that only health practitioners who have the skills, qualifications and knowledge to provide safe care are registered.

The Role
This is an URGENT opportunity to support the Customer Support team as a Workforce Planner. You will be responsible for supporting a high volume call centre with building rosters and optimising schedules to ensure sufficient coverage on the phones and servicing web enquiries throughout the day.

Key Responsibilities:

• Schedule creation – building rosters and optimising schedules to ensure sufficient coverage on the phones and servicing web enquiries throughout the day.
• Forecasting – Using historical and recent data to produce call and web enquiry forecasting for operation planning and senior leadership.
• Intra-day Monitoring and Updating – Updating the system in real time and coordinating with leadership to update absences, adherence to schedule and queue management.
• Leave Planning and Scheduling – Managing leave requests for the contact centre and wider leadership team to ensure there is sufficient coverage during peak periods.
• Reporting – Production and extraction of reports to provide to leadership and senior management on operational metrics.

About You
This role would suit a natural troubleshooter, with a strong process improvement focus and aptitude for understanding data and charts for process improvement purposes. You will possess:

• Workforce planning experience (ideally in a medium/large multi-channel contract centre environment).
• Experience in Excel, Salesforce and Genesys (or equivalent) would be advantageous.
• Strong attention to detail.

To Apply:
In order to be considered applicants are required to hold Full Australian Working Rights and if successful will be required undergo a National Police Check.

If this sounds like the role for you, please submit an updated copy of your resume in MS Word format by hitting APPLY NOW or call Amy on (02) 9200 3671 for more information.

Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via [email protected] or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us/policies. Do not submit any sensitive personal information in your resume.