About the job
The Workforce Management Specialist job at Optus is a fantastic opportunity to shape contact centre performance through expert forecasting, scheduling, and real-time optimisation in a vibrant 24/7 global operation. This role is crucial in influencing strategy and elevating service levels, providing data-driven insights that empower both customers and employees. The team thrives on collaboration, working closely with leaders and technical teams to ensure operational excellence.
You'll be responsible for
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Delivering accurate forecasting and scheduling
Achieving service levels and operational efficiency through multi-channel forecasting and scheduling.⚙️
Managing WFM system schedules
Optimising schedules and configurations, including staff profiles, skills, rotations, and telephony skill mapping.⏱️
Executing real-time workforce management
Responding to intraday changes, maintaining KPIs, and managing escalations effectively.Key criteria
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Workforce management expertise
Experience with NICE IEX, Verint, or Aspect platforms is essential.View
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Strong contact centre operations knowledge
Understanding of SLAs, KPIs, and staffing models for 24/7 environments.View
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Advanced analytical skills
Proficiency in Excel and experience with actionable WFM reporting.View
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