Primary DetailsTime Type: Full time

Worker Type: Employee

The role will lead improvements to workforce planning, structural management and management information use.

• Provision of strategic analysis that results in value-add recommendations to support CSM’s in budgetary decisions

• Ensure company processes and procedures are followed in leave allocation

• Ensure company privacy code is maintained at all times in dealing with staff information

• Provide regular value-add recommendations to the leadership team that result in increased cost efficiencies

• Meet with and obtain requirements from operations to understand operational requirements

• Follow business protocol in relation to communication and escalation procedures

• Assist in cultivating a cooperative atmosphere

• As required prepare and / or deliver presentations on workforce management processes to stakeholders

• Management of the timely provisioning of schedules

• Pro-Active management of shrinkage factors in an effective and balanced manner ensuring that business objectives are meet and service levels achieved

• Create long-term forecast and predictive models required to generate FTE requirement

• Actively track and report upon staff attendance in accordance with agreed targets. Track attrition, investigate, pre-empt and action underlying causes

• Report and follow up schedule and performance anomalies

• Maintenance and management of all Core Data systems, ensuring that all databases and listings assigned to the team are maintained and up to date.

• Management of ACD and WFM systems, ensuring that all documentation is accurate and that knowledge has been shared throughout the team

• Manage the prioritization of individual and team workloads

• Identify and provide appropriate training requirements within the team to maintain an equitable level of skill

• Directs the group in setting objectives, which manage resources effectively,

• Respond to issues referred from team members and assist with their resolution where appropriate

• Assess individual performance and identify developmental needs through coaching & development

• Annual performance appraisal, including the provision of timely and accurate feedback for staff.


Preferred Competencies/Skills :
• Sound technical knowledge of MS Office products

• Planning and organization skills

• Ability to work under pressure

• Attention to detail

• Demonstrated ability to analyze and interpret data

• Commitment to ownership and accountability

• Demonstrated ability to draw on a diverse range of information and to be able to formulate a proper conclusion for the management of operational risks and business objectives.

• Strong negotiation, analytical, commercial awareness and problem solving skills

• Well developed technical skills, MS Office products and Call Centre technologies

• Excellent verbal & written communication skills

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.