Fixed Term Contract - 12month
Work Location - Brisbane ONLY
Join the HRS Operations team to champion workforce optimization and operational excellence.In this role, you will work 7:30 am – 3:30 pm to oversee critical start-of-day scheduling, ensuring phone lines are fully operational and workforce capacity is balanced against service demands from the moment we open.
What you’ll do
Manage start-of-day procedures to ensure schedules are in place and phone lines are adequately staffed from 7:30 am.
Analyze call volumes and time-of-day interval trends to develop monthly rosters that ensure comprehensive demand coverage.
Monitor fulfillment and email demand trends to ensure rostered processing time maintains Service Level Agreements (SLAs).
Manage real-time operations by assessing volume shortfalls, monitoring unplanned leave, and making immediate roster adjustments.
Develop, maintain, and enhance dashboards to oversee Operations Associate performance across productivity, adherence, and quality.
Produce daily business reporting and monthly insights on performance metrics for the leadership team.
Plan staggered break times to maximize service availability while tracking agent adherence to schedules.
Identify and highlight operational risks or resource shortfalls to leadership to prevent SLA breaches.
Conduct deep-dive analysis on key themes and support forecasting activities to drive business strategy.
Recommend process improvements and continuous improvement opportunities based on data trends and operational learnings.
What experience you need
Demonstrated experience in workforce planning, resource allocation, or operational rostering.
Intermediate to advanced proficiency in Microsoft Excel, Access, and Google Suite for data modeling and reporting.
Proven ability to analyze complex data sets and translate them into clear business insights and dashboards.
Experience with real-time monitoring of operational volumes and executing immediate coverage adjustments.
Strong capability in lateral thinking to identify the downstream impacts of proposed operational changes.
A track record of working autonomously with high discipline in a governance-focused environment.
Experience prioritizing conflicting responsibilities in a fast-paced setting.
What could set you apart
Previous experience working specifically within call center operations.
A degree in Business or Project Management.
Practical experience applying project management skills to operational initiatives.
Background in designing business intelligence metrics from scratch.
A willingness to drive AI usage, not just for personal productivity, but to transform how we work.
Primary Location:
AUS-BrisbaneFunction:
Function - Fulfillment / OperationsSchedule:
Full time