Resource Planner – Call Centre


  • Drive schedule effectiveness of large call centre group
  • Location: Melbourne CBD, VIC
  • Application close date: 17th February 2019

Origin – Australia’s Leading Integrated Energy Company An integral part of Australia’s energy future, we explore, produce, generate and sell energy to power millions of Australian homes and businesses every day, keeping them going and growing. Origin offers exciting and rewarding career opportunities – from project management and leadership, to technical and engineering. Working for Origin can take you all over Australia – in the field, as well as in the office – or around the world. With global energy demand growing, Origin is looking for new ways to meet that need and create tomorrow’s energy solutions. It’s an exciting time to be a part of Origin. The Role This is a unique opportunity to join our high performing and established Workforce Planning team. Working closely with a large internal client group, you’ll be responsible for the maintenance of staff schedules to meet the needs of the business, our employees and customers. This is your chance to drive the effectiveness of the inbound sales call centre, manage key stakeholder relationships and promote high performance work practices. Your responsibilities will include:

  • Creating, maintaining and distributing staff schedules for over 350 call centre consultants
  • Communicating with diverse range of internal stakeholders to articulate upcoming schedule challenges and opportunities and making tailored recommendations to address them
  • Maintaining consultant configuration information in resource management and voice/workflow systems to ensure accurate reflection of group ownership and skill allocation
  • Investigating, analysing and reporting of scheduling efficiency
  • Managing the schedule administration function to ensure schedules accurately reflect staff activity

Is This You? You’ll need to be resilient, organised and adaptable with excellent time management, attention to detail and negotiation skills. You will be analytical, articulate and have the ability to adhere to business-critical deadlines. To be considered for this role you will have:

  • Experience working within a large contact centre resource management team
  • Experience in workforce planning and scheduling for large call centre environments
  • Sound knowledge and working experience with Aspect eWFM or other relevant resource management system
  • Proven success in stakeholder management including juggling competing priorities, demonstrating creative problem solving and delivering well-informed recommendations for action

We embrace the diversity of our people and flexible working arrangements to ensure our workforce is representative of the communities that we serve. Aboriginal and Torres Strait Islander Peoples are encouraged to apply. If dynamic and challenging career opportunities and workplace flexibility are important to you, go with the employer that thinks differently. For more information contact: Brooke McDonald on 0436 681 358 Requisition ID: 70961


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