Primary DetailsTime 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.