EL1 NCC Workforce Planning

Posted 08 February 2024
Salary$602.55 per day
Job type Contract
DisciplineOperations & Management

Job description

The Opportunity
The Contact Centre is the main communication channel for people to contact this Federal Government Agency.  This role is a team leadership position and will provide leadership, control, planning, resource management and performance management.
This is a 12 month assignment, based in Dandenong or Richmond and will be paying $602.55 per day plus super.
Reporting to the Director, the key responsibilities include:
  • Leading a multi-functional team in a contact centre environment
  • Providing end to end workforce planning function of a contact centre
  • Lead a team responsible for forecasting work effort in a contact centre that includes an in-sourced and outsourced workforce
  • Ensure maintenance of capacity and recruitment planning
  • Lead engagement with internal and external stakeholders to inform planning
  • Lead and schedule activities for agents
The successful candidate will demonstrate;
  • Previous experience within a similar role or environment
  • Capacity and recruitment planning experience
  • Strong stakeholder engagement to be able to inform planning
  • Previous experience delivering end to end workforce planning including rostering, scheduling and forecasting
  • Team leadership experience
  • Analytical skills
To Apply

As this role is within the Federal Government, applications are required to hold Australian Citizenship.
If you are interested in this role, please APPLY NOW or call DFP Recruitment on 8632 9900 for more information.

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 adjustments@dfp.com.au 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.