• Monitoring Grade of Service and abandonment rates, Adherence to Schedule, talk time, and ACW to ensure necessary steps are taken to achieve KPI’s.
• Undertaking reforecasting and updating stakeholders.
• Planning and scheduling training, file handling, leave and other activities to ensure target staffing meets required on-the-day management of staffing including requests for overtime, leave, off-phone activities to ensure optimal performance to forecast break and file handling optimisation.
• Providing telephony skill and work type changes to ensure targets are achieved.
• Producing and analyse intra-day and phone service reporting on call /work state delivery for distribution to stakeholders.
  

• Experience in managing and maintaining appropriate real time staff service levels via appropriate workforce management systems, e.g. Microsoft Excel, Teams, Power BI, Aspect WFM, Avaya CMS supervisor, Virtual hold Technology systems or similar.
• Ability to plan and prioritise effectively, organise tasks and manage competing resources and demands.
• Ability to navigate complexity and ambiguity and provide pragmatic commercial solutions to meet stakeholder expectations.
• Proven capability to adapt and manage change through the initiation and promotion of organisational transformation, leveraging effective process, collaboration and communication to foster commitment and participation.
• Demonstrated evidence of technical proficiency with systems, software, databases, reporting and communication tools.
• Excellent verbal and written communication skills, capable of communicating with audiences at all levels with clarity, impact and influence.
  
  

• Be part of a team that’s open-minded, supportive, and genuinely focused on customer outcomes.
• A sense of belonging in the workplace, where you are welcomed and encouraged to bring your most authentic self to work.
• An employer that is committed to supporting your work/life balance and is always open to conversations about flexible & remote working.
• Access to over 10,000 on-demand learning resources and programs, to support you in taking control of your career development.
• insurance products. Deals and discounts across a great range of retail, tech, and travel brands, and offers for health and well-being.
• Initiatives to support your financial wellness through selected discounted Allianz insurance products, superannuation matching, salary sacrificing, novated leasing and our referral bonus scheme.
• The opportunity to take part in our Employee Share Purchase Program- own a piece of your employer.