Resource Planning Lead
Job No:
S3674
Location:
Anglicare SQ - Client Service Centre - Woolloongabba, QLD
About the Position
Anglicare SQ’s Client Service Centre is the first point of contact for people who are looking for services and supports to help them live a better life. The team provide quality solutions for clients by connecting them with the service that best meets their needs. We are a dedicated, creative and highly motivated team that likes to have fun while achieving organisational goals.
The Resource Planning Lead based in our Woolloongabba office, will provide strategic resource and workforce planning support to the Client Service Centre manager. This is a part time role working 20 hours per week, however days are negotiable and there may be slight variation in the hours worked. Our ideal candidate will have previously worked in a large volume call centre planning role and be looking for work/life balance, or re-entry to the workforce.
The position will be responsible for resource planning, allocating and managing workforce capacity within the Client Service Centre through insightful rostering and workforce management techniques. You may also be required to provide expert advice to other areas of the organisation. A critical business function, the role will ensure that resource allocation across Customer Service is optimised to enable productivity and customer contact metrics to be achieved.
About You
With an already established career in Resource Planning or Call Centre environments, you will be looking for your next challenge, and have a genuine interest in workforce optimisation, reporting and statistical analysis. Your skills and abilities will include:
- A background in rostering and scheduling across a large, multi-disciplinary organisation
- Experience in forecasting and planning for multiple mediums including inbound/outbound calling, email and processing
- Confident user of PABX, CISCO, IVR or other software programs
- Previous experience in the of call centre technology for scheduling and planning
- An understanding of statutory requirements relevant to services, and capacity to work within these guidelines
- Familiar with Agreement and Award conditions and how to apply them within rostering systems
Your practical, calm resilience will be coupled with the following attributes:
- Analytical thinking with strategic decision making capacity
- Highly organised with the capacity to multi-task while working within various timeframes and deadlines
- Excellent communication skills and the confidence to relate to stakeholders at all levels in a polite and professional manner
- Strong team player who can self-manage and adjust to a changing workload as required
A current National Police Certificate is required and a Bachelor of Business (or similar) or equivalent work experience would be desirable.
What We Offer
Anglicare is committed to building a highly skilled workforce, assisted by a dedicated management team. We support our staff with learning and development initiatives, an employee benefits program and progressive human resources management strategies, and are recognised as a leading employer in the non-profit sector. You will also enjoy:
- Extending your skill set in a fast paced role with a variety of requirements
- Working with a passionate and highly-motivated team of professionals
- Genuine career growth and professional development opportunities
- Part time hours to suit PLUS full PBI Salary Packaging options
- The convenience of a location South-East of the CBD with easy access to public transport
Show Your Interest
Apply now and be rewarded with a position that directly and positively influences the quality of life for our clients; working with an organisation that values your professional contribution and personal well-being.
Anglicare is committed to building an inclusive and diverse workforce and encourages applications from Aboriginal and Torres Strait Islander people, those from cultural and linguistically diverse backgrounds, LGBTIQ+ communities, people with disabilities and people with a lived experience of mental health issues. We promote a child-safe environment and are committed to providing on-going care and protection.
JOB NUMBER S3674
For further information please contact
Leigh Willimott on 07 3028 4721
Applications close Friday 26th October 2018
Shortlisted applicants will be asked to complete a Pre-Employment Assessment that requires disclosure of pre-existing injuries, illnesses or conditions that could reasonably be aggravated by performing the duties of this position
About Us
Every day the passionate staff and volunteers of Anglicare Southern Queensland are working to respond to growing community demand for our services. For over 140 years our staff have connected with people on every step of their life path, responding with compassion, creativity, commitment and courage to the needs of the members of our community who require support.
Whether it is providing nursing care and domestic assistance in the home, physiotherapy to enable the return of mobility, emergency accommodation for victims of domestic violence, working with foster carers in the care of vulnerable children, a safe caring environment for the elderly, skills training for young unemployed people or parental education and counselling, Anglicare is here, to offer the best quality support to enable you to live the life that you want.
Anglicare has a workforce of over 2500 people in Queensland across residential aged care, community care and a range of social services programs and is a proud member of the Anglicare Australia network. We provide the support in partnership with government and other support organisations in response to identified care needs throughout Southeast Queensland.