Resource Scheduler – Hybrid, Real-Time Rostering & Forecasting

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 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.