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Workforce Planning Customer Service Resource Scheduler (Vro3)

VicRoads - Melbourne, VIC

Government, Defence & Emergency
Source: uWorkin


The Department of Transport brings together all transport modes to design, plan, build and operate Victoria's transport system. Our job is to further integrate the transport network and improve the delivery of services to Victorians for simpler, quicker and safer journeys that connect people and places and support Victoria's prosperity and liveability. Registration and Licencing as part of the Vic Roads brand provides consumer services relating to safety and compliance for licenced drivers across Victoria through up to 40 different locations.

The Role

With the offical title of Resource Analyst, this role is responsible for delivering workforce management practices across defined areas of the VicRoads Customer Service network. Specifically this role involves:

  • Maintaining workforce planning across the Customer Service network of VicRoads,
  • Implementing and providing ongoing operation of scheduling, resource planning and resource analysis across various VicRoads' customer service channels.
  • Delivery of operational ‘frontline' staff resource management,
  • Providing a “Business partnering” function to link frontline managers to the centralised Customer Service support functions.

The Opportunity

We are looking for several Workforce Planning Analysts to join our workforce planning team. Reporting to the Senior Resource Analyst, you will be one of several members of a supportive team that is accountable for creating schedules and the real time management of our Customer Service staff.

You will ensure our sites are staffed appropriately based on the balancing of safe working protocols and customer demand forecasts. Our workforce planning team is already considered a trusted partner for our stakeholders and you'll bring your strong communication style and ability to build working relationships to enhance the close business partnering structure. You will help our team closely monitor customer volumes and trends, and you'll make a difference by contributing with informed recommendations to the business to deliver the best customer experience. Flexible work arrangements apply, although you will be required to be able to attend meetings at one of our locations across Victoria (Metro and Regional).

Responsibilities will include:

  • Maintenance of staff records, skills matrices and availability information.
  • Creation of schedules for customer service staff
  • Daily monitoring and analysing of customer volumes and staffing levels within the customer service sites
  • Working with the Workforce Management team to re-forecast the workload or training requirements
  • Identify potential risks to meeting customer and operational SLAs, and provide recommendations to mitigate risks
  • Work with key stakeholders to develop ideas and proposals to enhance efficiency, processes and automation
  • Use data to identify and advise on emerging trend, highlighting both performance risks and opportunities
  • Maintain effective working relationships with key stakeholders to ensure positive customer outcomes

To be successful you will have:

  • Experience in a similar role using a Workforce Management Tool
  • Demonstrated ability to analyse, interpret, and relay data clearly.
  • Advanced Microsoft Office Skills (Excel, Word and PowerPoint).
  • Excellent interpersonal skills with the ability to work with colleagues at all levels across multiple locations
  • Excellent verbal and written communication skills
  • Self-motivated and independent, with the ability to think creatively within a defined framework
  • Resilience and ability to operate in a complex and changing environment
  • Previous experience within a call centre or high-volume service centre will be highly regarded

*Please find attached Position Description for more information.

Culture and Benefits

The Department of Transport is committed to building a culture of developing our people to achieve great outcomes for the Victorian transport network. We are proud of our commitment to flexible work arrangements that support different ways of working, helping employees balance work and life. We are focused on providing a workplace environment that is rewarding, enjoyable, healthy and productive for all employees, where contributions are valued and recognised, expectations are clear, and treatment is fair and equitable. More information on the PD attached.

How to Apply

Applications should include a resume and if you wish a covering letter. Applications close 11.59pm on Wednesday 14th April.

If you have a specific question about this opportunity, please call Steven Clavant, Manger, Customer Service Planning on 03 8391 3708 otherwise if you think this job sounds like your next career move please apply now!

Preferred applicants may be subject to pre-employment checks. Information provided to the Department of Transport will be treated in the strictest confidence.

Melbourne, VIC

Government, Defence & Emergency


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