• Competitive
  • Melbourne, Victoria, Australia
  • Permanent, Full time
  • Aston Carter AUS
  • 2018-12-19

Workforce Optimisation Manager

  • Full time
  • Melbourne, Victoria, Australia
  • 19 Dec 18

Workforce Optimisation Manager

My client in the Financial Services space, has a great opportunity for a highly experienced Workforce & IntraDay Manager with demonstrated industry experience in high volume and complex resource management environments.

About the Role:-
  • In this role you will be the owner of core contact centre applications and reporting Aspect Workforce Management, Aspect Real Time Adherence, Employee Planning and Information Centre (EPIC), encompassing the Quality Management, KRA Calculator, COE reporting suite].
  • You will be responsible for developing changes and capability enhancements in line with the strategic direction of the business as well as general business requirements.
  • Pivotal to the day-to-day operation of Contact Centres and supported Global partner businesses, you will be accountable for managing the real time resource functions as well as intraday production reporting and delivery of insight and analysis on contact centre performance and optimisation. You will develop and drive the workforce optimisation technology strategy with key technology partners.
About You:-
  • A solid working knowledge and technical understanding of Workforce Optimisation and Management. including exposure to a multi-channel approach that provides the customer with an integrated and seamless customer experience.
  • Experience in continuous and process improvement- LEAN six sigma or similar.
  • Well-developed personal communication and ability to effectively influence others.
  • Proven track record of managing stakeholders.
  • Proven analytical skills and the ability to work with large amounts data.
  • Experience in programming languages such as SSRS, Brio/Hyperion, T-SQL, C# and VBA will be highly regarded.
  • Reporting to the Contact Centre Channel Optimisation Manager, manage a team of 4 Real time Analysts.
Client's EVP:-
Shape the future of customer demand and take a seat at the table as you formulate the best strategy to be able to take this Contact Centre to the next level. My client recognises the value of an inclusive and diverse work environment and take pride in the diversity of their people and encourage applications from diverse candidates.

If this role sounds like you and you would like to know more, please contact Dani Easterbrook on (03) 9918 0940, connect with me on Linked in https://www.linkedin.com/in/dani-easterbrook-086b558/ or email with your expression of interest to danielle.easterbrook@astoncarter.com

Closing Date: 15th November 2018