Australian Financial Complaints Authority3 followers11 jobs

Resource Coordinator

JuniorMid levelFull-timeHybridMelbourne VIC, AustraliaPosted 1 month agoVerified 1 month ago
Pending fitX of Y criteria met

About the job

The Resource Coordinator job at AFCA is all about making a real impact by ensuring that customer service operations run smoothly. This position plays a crucial role in aligning resources with customer demand, helping to deliver world-class service. The team thrives on collaboration, inclusivity, and a shared commitment to fairness, making it a fantastic place to grow and contribute.

You'll be responsible for

⏱️

Monitoring real-time queues

Ensure resources are aligned to customer demand and service level requirements by monitoring phone, web chat, and case handling queues.
📅

Coordinating planned activities

Manage leave capacity, breaks, meetings, coaching, and other scheduled time within published rosters and daily schedules.
📋

Preparing performance reports

Distribute daily and monthly performance reporting for the Customer Service Leadership team to support decision-making.

Key criteria

📊

Experience with workforce management tools

Proven experience using tools like Genesys Cloud for scheduling.

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📈

Rostering and scheduling expertise

Demonstrated experience in a rostering or scheduling environment.

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🔍

Analytical skills

Strong ability to interpret reports and analyze data trends.

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5 criteria for this job
Experience with workforce management tools
Proven experience using tools like Genesys Cloud for scheduling.

View

Rostering and scheduling expertise
Demonstrated experience in a rostering or scheduling environment.

View

Analytical skills
Strong ability to interpret reports and analyze data trends.

View

Interpersonal communication skills
Outstanding skills for liaising with staff at all levels.

View

Time management proficiency
Exceptional attention to detail and time management capabilities.

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