Primary Details
Time Type: Full time
Worker Type: Employee
This role will ensure the delivery of effective and efficient schedules, from scheduling phase through to real time analysis. An end to end WFM role, responsible for the scheduling and real time management of team/tower assignments.
Primary Responsibilities
Produce schedules for all staff in line with forecasts to meet business targets
Ensure schedules are produced in line with HR policies and Enterprise Agreements
Schedule all off phone activities for all staff to ensure business targets are achieved
Co-ordinate any meetings, training requirements of the teams
Maintain leave trackers and manage associated leave process
Highlight areas of concern in schedules
Timely publication of schedules
Organizing extra hours or reduced hours in line with expected workloads
Proactive intraday management of schedules and workgroups to ensure Grade of Service targets are met
Ability to produce ad-hoc reports in response to changing business requirements
Maintenance of data integrity and quality
Maintain Automatic Call Distribution (ACD) and WFM systems
Work collaboratively with stakeholders to provide insights and feedback by monitoring and reporting on performance of teams and individual staff against key performance indicators
Preferred Competencies/Skills:
Technical knowledge on MS Office applications
Business Analytics and Presentation (interpret data)
Critical Thinking
Planning and organization skills
Ability to work under pressure whilst maintaining clear priority on task allocation and attention to detail
Excellent oral and verbal communication skills
Expertise on ICBM, Verint and Genesys Platforms and other Call Centre tools
Experience in a similar role and using a Workforce Planning Tools such as Verint and Genesys are preferred
Preferred Knowledge:
Fundamental understanding of all aspects of Workforce Management
An understanding of Call Centre technologies
Foundational knowledge of insurance services
How to Apply:
To submit your application, click Apply and follow the step by step process.
Equal Employment Opportunity:
QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.
