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About the Opportunity

The purpose of this role is to look after Flight Centre’s Contact Centre scheduling requirements, working closely with our external outsourcing company to deliver visibility and efficiency of the rosters.

The Workforce Scheduler will form a key part of operational support, aligning schedules with forecasted volumes and meeting staff members’ availability. With the constant introduction of new technology and business needs, it is critical to have strong communication skills and a team focus. As such, the successful candidate will constantly review and update existing policies and explore emerging processes to streamline structure and lower effort for all stakeholders.

This Brisbane-based role will look after all aspects of scheduling, from preparation months in advance, to intraday activities to support operations. 

 

What you will be doing:

• Create agent schedules aligned to staff and business requirements
• Maintain roster documentation including historical audits
• Track performance and provide regular reporting to internal stakeholders, inclusive of insights and recommendations for pay purposes and/or improvements
• Analyse Contact Centre performance to improve customer satisfaction and efficiency by driving process improvement
• Ad hoc reporting and analysis as identified, or as requested by business
• Develop measures to improve scheduling process to reduce effort for team and staff
• Ensure strong relationships maintained with internal and external stakeholders
• Delegation of Workforce Management (WFM) activities to outsource provider, whilst maintaining strong relations to leverage insights for business improvement opportunities
• Oversee management of delegated scheduling activities to outsource provider including audited leave
• Manage Customer Care staff’s leave balances to ensure accuracy
• Streamline WFM practices including annual leave tracking, change requests, agent on-boarding
• Maximise system output through the identification of system configuration capabilities

 

What you will need:

• Minimum 12 months’ experience providing scheduling support and assistance, including the preparation of quality correspondence and documentation  
• Existing experience with enterprise Contact Centre platforms
• Sound knowledge of workforce management principles
• Well-developed organisational skills and work ethic with the ability to work autonomously
• Well-developed time management skills to achieve proficiency and effectiveness in managing the workload and priorities, and meeting deadlines  
• Proficiency with the Microsoft Office suite of programs and the ability to develop proficiency with Flight Centre's reporting systems 
• Well-developed people and relationship skills with demonstrated ability to work in a team environment, communicating and motivating effectively at all levels of the organisation, contributing to a positive work environment with a strong focus on provision of quality customer service 

What’s in it for you?

• Award winning Flight Centre employee benefits: https://www.fctgcareers.com/why-work-with-us/benefits-in-each-country/australia
• OTE $65 k p.a. + super
• The opportunity to play an integral role in the growth of the business
• Ongoing training and development
• Career opportunities within a growing global business
• Travel discounts on flights, hotels and insurance for you, your family and friends
• Thrive in a diverse and inclusive environment
• Discounted financial and health services