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April

Customer Contact Officer (Workforce Management)

Serco Plc - Adelaide, SA

IT
Source: uWorkin

JOB DESCRIPTION

Full Job Description
Rotating 24/7 roster
Global organisation with excellent career opportunities
Permanent full time role based in the heart of Adelaide CBD

About You
You are a driven and effective communicator who can adapt to change while maintaining composure and diplomacy. You can work under pressure whilst maintaining clear priority on task allocation and attention to detail. You have a high level of confidence, drive and motivation as well as commitment to ownership and accountability. You are a problem solver who can generate ideas and deliver excellent customer service. You are a respectful and professional person who demonstrates exceptional moral values in everything you do. You are a strong communicator with a passion for excellence.

About the Role
Reporting to the Workforce Real Time Team Leader you will be part of a team who deliver the workforce roster management function for more than 6,000 employees across Australia as part of the Enterprise Workforce Solution (EWS), within the Divisional Operational Support Centre. You will be responsible for meeting key performance indicators of the varying contracts in terms of roster management. You will be responsible for maintaining published rosters and successfully managing gap fill to a high standard.

To be successful in this role, you will have;
The highest levels of personal integrity and ethical behaviour
Exposure to workforce management methodologies although this will be trained
Experience working in a Call Centre or similar fast paced and dynamic work environment
Well-developed technical skills, MS Office products and relevant technologies
Experience with workforce scheduling and handling complex exception processes
Demonstrated ability to analyse and interpret data
Knowledge of business operations such as: productivity KPIs, service levels, and the relationships between quality, productivity, payroll and invoicing
Knowledge and application of Workforce Management Software systems, reporting capabilities, management of queues and activity routing/overflow, etc
Stakeholder management skills
Australian Citizen or Permanent Resident
Outstanding verbal and written communication skills

This is a position of trust and responsibility and to support this we will conduct a thorough probity assessment as an essential selection component for this role.

About Us
Within our Group Corporate teams, we collaborate and support the operational arms of Serco’s Asia Pacific division. We problem solve and innovate across a range of disciplines including Corporate Affairs, Finance, Information Technology, Legal, Sales and Bids.

At Serco, you’ll be part of a team of more than 50,000 people delivering essential services on behalf of governments and organisations around the world. We apply world's best practice, insights and technology across six key sectors: Citizen Services, Defence, Healthcare, Immigration, Justice and Transport. But no matter your role or where you’re based, we each share the same goal - to bring service to life to make a positive difference every day. To learn more please visit www.serco.com/aspac
Join Us
If you are inspired to make a positive different and would like to be considered for this opportunity, please apply now.
Serco values of Trust, Care, Innovation and Pride underpin everything we do. We are curious, creative and collaborative. Our people help in ways that matter.
We are committed to diversity and we encourage people to apply from different backgrounds. By joining Serco you will have access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LBGTI+) Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
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