Resource Coordinator

Australian Financial Complaints Authority Limited; Melbourne; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Inclusive leave options

Job summary

Australian Financial Complaints Authority in Melbourne is seeking a Resource Coordinator to develop and publish rosters across a six-week planning cycle, monitor real-time queues and ensure resources match customer demand.

You will use forecast data and daily performance reporting to inform leadership, optimise daily rosters for calls, web chats and case work, and redeploy resources to respond to spikes and changes in business need. Hybrid working available.

Qualifications

• Experience in rostering or scheduling environments.
• Ability to interpret reports and analyze data in real time.
• Strong interpersonal and communication skills.
• Proactive, independent and self-managed.
• Experience in call centre operations and metrics is desirable.
• Experience with Genesys Cloud and MS Office.

Responsibilities

• Monitor real-time queues to align resources with demand and service levels.
• Provide timely scheduling recommendations to stakeholders.
• Coordinate planned activities including leave, breaks, meetings and coaching.
• Adjust rosters in response to unplanned events and changing demand.
• Identify scheduling improvements to boost efficiency.
• Analyse queue trends and forecast data to support decisions.
• Support achievement of Customer Service objectives with recommendations.
• Prepare and distribute daily and monthly performance reporting.

Skills

Call centre scheduling

Data interpretation

Interpersonal communication

Time management

Independent work

Continuous improvement

Call centre metrics

Tools

Genesys Cloud

Excel

Job description

Australian Financial Complaints Authority – Melbourne VIC

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Company Description

Fairness feels good

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Job Description

The Resource Coordinator is responsible for developing and publishing rosters across a six-week planning cycle, scheduling planned activities for Customer Service Officers, and actively monitor real-time phone and web chat queues to ensure resources are effectively aligned to customer demand.

The role supports the delivery of excellent customer service by using forecast data, planning insights and daily performance reporting to inform the Customer Service Leadership team and recommend strategies to manage contact volumes and operational priorities.

This position is accountable for optimising daily rosters for Customer Service Officers to support appropriate coverage for incoming calls, web chats and case handling work. The Resource Coordinator monitors intraday queue performance and proactively redeploys resources where required to respond to call spikes, unexpected volume changes and changing business needs.

Key accountabilities

• Monitor real-time phone, web chat and case handling queues to ensure resources are aligned to customer demand and service level requirements.
• Provide timely recommendations to stakeholders on scheduling requirements, resource allocation and roster adjustments.
• Coordinate planned activities, including leave capacity, breaks, meetings, coaching and other scheduled time, within published rosters and daily schedules.
• Adjust rosters and schedules in response to unplanned events, including unplanned leave, operational changes and fluctuations in customer demand.
• Identify and recommend scheduling improvements that support team capability, operational efficiency and effective use of available resources.
• Analyse queue trends and operational data to support accurate forecasting and highlight risks that may impact performance goals and targets.
• Understand business priorities and provide recommendations that support the achievement of Customer Service objectives.
• Prepare and distribute daily and monthly performance reporting for the Customer Service Leadership team.

Qualifications

Knowledge, skills & experience

• Experience with call centre and workforce management products e.g. Genesys Cloud.
• Demonstrated experience in a rostering or scheduling environment.
• Strong ability to interpret reports and provide analysis on data sets and trends in real time.
• Outstanding interpersonal and communication skills - Ability to work within a team and to liaise with staff of all levels.
• Strong attention to detail and exceptional time management.
• Proven analytical skills and mindset.
• Must be proactive and able to work independently and self-managed.
• Highly developed problem solving and critical thinking skills, including experience identifying and implementing continuous improvement initiatives.
• Experience in call centre operations and metrics (highly desirable).

• Experience with MS Office products with intermediate or advance level in Excel.

Additional Information

• Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with two days a week in our modernoffices designed for collaboration and wellbeing.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at *******@afca.org.au.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers.

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.