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APS6 Workforce Planner – Genesys WFM
Ref. ST150319

  • Contract until 30 June 2019 (with possibility of extension)
  • Based in Melbourne CBD
  • Genesys WFM Project

    Our Federal Government client, based in Melbourne CBD, is seeking an experienced Workforce Planner at the APS6 level for a contract until 30 June 2019, with a possibility of extension.

    The broad objectives for the project are to enable simpler and faster access to resolve enquiries when calling the department. The specific activities to be undertaken as part of the project during the term of this engagement include the consolidation of multiple externally-facing telephone numbers into a single entry point for all telephone calls, and the implementation of telephony technologies including call recording, speech recognition, and client authentication; together with the associated business processes and change.

    You will be required to:

  • Analyse data from a range of sources
  • Produce accurate workload forecasts for several client-facing teams, for both voice and non-voice contact centre activities
  • Generate staff schedules using the Genesys WFM product to best align on-phone and off-phone activities around forecast workloads and other stakeholder demands
  • Monitor and report on performance of teams and individual staff against KPIs
  • Impart knowledge of Genesys WFM to other staff
  • Use Microsoft Office suite of products, in particular spreadsheets to analyse data

    To be successful for this role you must be highly experienced in the use of Genesys WFM.

    SOS Recruitment is committed to the principles of workplace diversity and equity in employment and we encourage applications from Aboriginal and Torres Strait Islanders, people with disabilities, women, people with family responsibilities, people with diverse linguistic and cultural backgrounds, religious beliefs and LGBTIQ people.

    Please complete the following to register your interest in this position:

    Your Name
    Contact Number
    Your Email
      Tick if you are already registered with SOS
      Do you have a current government security clearance? If yes, in comments, please confirm what level you are cleared to, and when you obtained the clearance.
    Attach Resume
    Security Question: What is 3 plus 3
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