Aps6 Contact Centre Forecasting Planning Officer

Government department tasked with making life easier, accessible, and equitable for thousands of individuals and families across Australia. A great opportunity for a Contact Centre professional to join a large Federal Agency in a reporting and analytical capacity.

• About the role

The primary purpose of the role is to provide leadership, control, planning, resource management, performance management and decision making for the Team Membership within the work area. As well as :

• Developing short-term high level and interval demand forecasts for the agency
• Managing incidents on real-time situations as they affect the contact centre, partnering and liaising with management when appropriate.
• Developing and maintaining medium and short-term capacity planning for staffing requirements across internal and external contact centres ranging from 50 - 200 seats.
• Manipulating, presenting, and analysing data to report
• About you
• Experience in reporting and demand forecasting in a contact centre environment
• Experience in rostering in a contact centre environment
• Experience in Contact Centre WFM rostering platforms
• Advanced knowledge in Microsoft Excel (Power Query, Power Pivot) and MS Office suite.
• Excellent verbal, written and interpersonal communication skills
• Benefits
• ASAP start pending Federal Police Check
• 12-month temporary assignment
• Full time hours Monday to Friday
• Midland location
• 60.26 per hour + super