Australian Financial Complaints Authority2 followers118 jobs

Resource Coordinator

JuniorMid levelFull-timeHybridMelbourne VIC, AustraliaPosted 1 week agoVerified 1 week 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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View more

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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.

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

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