About the job
Join the change and electrify your future with AGL! This exciting job in the Call and Resource Planning team focuses on managing day-to-day operational planning for Voice and BPO operations. AGL values inclusivity, respect, and learning, creating a supportive environment where you can grow your career while contributing to a cleaner energy future.
You'll be responsible for
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Optimising resources
Ensure our resources are effectively aligned with workload and strategic priorities across Voice, Digital, and BPO operations to deliver seamless service and achieve operational objectives.📅
Planning and managing schedules
Take ownership of creating, auditing, and delivering high-quality schedules and rosters across all lines of business, including shrinkages for training, meetings, and operational activities, minimising disruption to customer service.📈
Conducting intra-day monitoring
Conduct intra-day real time monitoring against both transactional (BPO) and inbound call volumes, highlighting additional resource requirements and performance challenges.Key criteria
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Resource planning experience
Demonstrated experience in resource planning within a contact center.View
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Scheduling and rostering skills
Proven ability to create and manage effective schedules and rosters.View
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Contact center telephony knowledge
Strong understanding of ACD systems, preferably Avaya.View
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