Resource Planner – Hybrid Scheduling for Customer Service

Australian Financial Complaints Authority Limited; Sydney; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Family Friendly Workplace

Hybrid working

Inclusive leave options

Job summary

The Australian Financial Complaints Authority (AFCA) in Sydney is seeking a Resource Coordinator to develop and publish rosters across a six-week planning cycle, and to actively monitor real-time queues to ensure coverage aligns with customer demand.

You will use forecast insights and daily performance reporting to inform the Customer Service Leadership team and recommend staffing strategies to manage contact volumes, adjusting rosters for plan changes and unplanned events.

Qualifications

• Experience with call centre and workforce management products.
• Experience rostering or scheduling environments.
• Strong ability to interpret reports and analyze data in real time.
• Outstanding interpersonal and communication skills.
• Strong attention to detail and time management.
• Proactive and able to work independently and self-managed.
• Analytical skills and problem solving mindset.
• Experience in call centre operations and metrics (desirable).
• MS Office products with intermediate/advanced Excel.

Responsibilities

• Monitor real-time queues to ensure resources match demand and service levels.
• Provide scheduling recommendations to stakeholders on staffing and rosters.
• Coordinate planned activities within published rosters and daily schedules.
• Adjust rosters in response to unplanned events and changing demand.
• Identify scheduling improvements to enhance efficiency and capability.
• Analyse queue trends and performance data to support forecasting.
• Support achievement of Customer Service objectives.
• Prepare and distribute daily and monthly performance reports.

Skills

Analytical skills

Interpersonal skills

Time management

Problem solving

Attention to detail

Proactive and self-managed

Continuous improvement

Tools

Genesys Cloud

Excel

Job description

The Australian Financial Complaints Authority (AFCA) in Sydney is seeking a Resource Coordinator to develop and publish rosters across a six-week planning cycle, and to actively monitor real-time queues to ensure coverage aligns with customer demand.

You will use forecast insights and daily performance reporting to inform the Customer Service Leadership team and recommend staffing strategies to manage contact volumes, adjusting rosters for plan changes and unplanned events.