Australian Financial Complaints Authority2 followers118 jobs

Resource Coordinator

JuniorMid levelFull-timeHybridSydney NSW, AustraliaPosted 1 week agoVerified 1 week ago
Pending fitX of Y criteria met

About the job

The Resource Coordinator job is all about ensuring that customer service operations run smoothly and efficiently. By developing and publishing rosters, monitoring real-time queues, and providing insightful recommendations, this role plays a crucial part in delivering excellent customer service. At AFCA, teamwork and inclusivity are at the heart of how we work, creating a supportive environment where every voice is valued.

You'll be responsible for

👀

Monitoring real-time queues

Keeping an eye on phone, web chat, and case handling queues to ensure resources meet customer demand and service level requirements.
💡

Providing recommendations

Offering timely suggestions to stakeholders on scheduling, resource allocation, and roster adjustments based on performance data.
📅

Coordinating planned activities

Managing leave capacity, breaks, meetings, and coaching within published rosters and daily schedules.

Key criteria

📊

Experience with workforce management tools

Proven experience with tools like Genesys Cloud for scheduling.

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📈

Analytical skills

Demonstrated ability to interpret reports and analyze data trends.

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🗓️

Rostering experience

Experience in a rostering or scheduling environment is essential.

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View more

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

View

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

View

Rostering experience
Experience in a rostering or scheduling environment is essential.

View

Interpersonal skills
Outstanding communication skills for effective team collaboration.

View

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