Job Description

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