Aps6 Contact Centre Forecasting Planning Officer

About the company : 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
• Robina location
• $60.26 per hour + super