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May

Workforce Planner

National Storage - Brisbane Grove, NSW

Customer Service & Call Centre
Source: uWorkin

JOB DESCRIPTION

It’s an exciting time for us at National Storage as we continue to expand and solidify ourselves as the market leader within Australasia for all things storage.

With a continual growth plan for expanding our portfolio across Australia and New Zealand, we have a newly created Workforce Planner role now on offer in our Brisbane Contact Centre!


The Role:

Reporting into the Customer Service & Sales Manager, this role is vital in analysing Customer Service performance data to determine trends, issues impacting performance, forecasting likely call volumes and patterns, and generating call management and roster options to meet current and future needs of our 25 seat Contact Centre. 

The responsibilities include: 

  • Day to day supervision of the call management system and roster (WFO) to ensure accurate forecasting and scheduling for the Customer Service team.
  • Development of forecasting models to predict call volume and key call statistics, email volume, web chat volume and the addition of future departments and sales channels
  • Utilise reporting tools to provide insights to the leadership team on historical statistics for service levels, occupancy and forecast accuracy
  • Maintain Dashboards and KPI reports daily, ensuring updated KPI statistics are visible in the Contact Centre as well as accessible via email
  • Action general administration duties


Benefits:

  • Make impact in a newly created, autonomous role with the ability to influence
  • Structured induction program to ensure your success
  • Join a dynamic and passionate team driven to impact and deliver a superior customer experience
  • Access a range of benefits including paid parental leave, well-being subsides and unlimited retail discounts
  • Centrally located, State of the Art office on Eagle St Pier, Brisbane CBD
  • Work with an innovative ASX 200 listed business that values teamwork, care & excellence


About You:

  • Your CV lists previous experience in a Workforce Planner role within a multi-skilled, multi-channel Contact Centre environment
  • Technology gets a tick from you, as you have a thorough understanding of workforce management tools such as Genesis Cloud, Avaya and WFM alongside a working knowledge of rostering methodologies
  • Your analytical thinking and attention to detail makes you a reporting expert
  • Excellent written and verbal communication skills matched with the ability to build strong relationships at all levels of the business
  • You have a delivery focused approach and keep the customer experience at the heart of everything you do


Want to join National Storage but in a different space? Click the link below or visit our website and find a role which ticks all your boxes!

https://www.linkedin.com/company/national-storage/life/bd4354f9-65d1-4a66-a128-25fa69983ac6/?viewAsMember=true

Brisbane Grove, NSW

Customer Service & Call Centre




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