- Lead, develop and provide strategic direction to a team of Workforce Planners to administer resource planning and scheduling, for Digital Customer (SSQ)'s contact centres to ensure service delivery targets are achieved, and business and customers' needs are met.
- Conduct and coordinate coaching and development activities (e.g. one on one, buddying sessions, training and development) for workforce planning team members, to ensure staff receive regular performance feedback, information and assist with their ongoing development.
- Design and lead initiatives to maximise the engagement of employees to create a culture of trust, collaboration, and ownership.
- Undertake the business configuration activities for the applications used within the Workforce Planning and Contact Centre environment, ensuring that the applications support the contact centre in an effective and efficient manner.
- Provide strategic and operational contact centre resource planning expertise and advice to senior leadership, to ensure appropriate solutions are recommended and initiated, and to enable achievement of Digital Customer (SSQ)'s business and client objectives.
- Develop, review, and evaluate policies and procedures pertaining to resource management to ensure streamlined, cost-effective, and quality service delivery.
- Facilitate industry participation, research, and design activities to utilise emerging best practices, technology trends and contemporary workforce management techniques and strategies to improve Digital Customer (SSQ)'s capabilities.
- Educate and inform others about workforce planning activities and workforce methodology to promote understanding.
- Contribute and participate in forums, project teams and other related business activities for Digital Customer (SSQ), by providing contact centre workforce planning expertise and advice to relevant project groups and stakeholders, to ensure business/project outcomes are met and tailored towards Digital Customer (SSQ) and client objectives.
- Coach and develop others, through the sharing of knowledge and expertise with identified Digital Customer (SSQ) staff to facilitate the implementation of relevant succession plans.
Applications to remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.
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