Strategic Resource Scheduler - Customer Service Operations

AFCA; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Flexible leave options

LGBTQ+ inclusion accreditation

Family-friendly workplace

Job summary

AFCA in Sydney is seeking a Resource Coordinator to plan six‑week rosters and align staff with customer demand across calls and web chats.

You will monitor queues, analyze data, forecast workload, and publish routine performance reports to support the Customer Service Leadership team in setting priorities and improving service levels. This hybrid role offers flexible working and a supportive culture at AFCA.

Qualifications

• Experience with call centre and workforce management systems.
• Experience in rostering or scheduling environment.
• Ability to interpret reports and analyse real-time data.
• Strong communication and teamwork; adaptable across levels.
• Excellent time management and problem solving.
• Proactive, self-managed with continuous improvement mindset.
• Desirable: experience in call centre operations and metrics.
• Excel skills required (intermediate/advanced).

Responsibilities

• Monitor real-time queues to align resources with demand.
• Recommend scheduling requirements and roster adjustments.
• Coordinate planned activities within published rosters.
• Adjust rosters for unplanned events and changes in demand.
• Identify scheduling improvements to boost efficiency.
• Analyse queue trends to inform forecasting and risks.
• Prepare and distribute daily and monthly performance reports.

Skills

Interpersonal skills

Analytical thinking

Attention to detail

Proactive & independent work

Real-time report interpretation

Tools

Genesys Cloud

MS Excel

MS Office

Job description

AFCA in Sydney is seeking a Resource Coordinator to plan six‑week rosters and align staff with customer demand across calls and web chats.

You will monitor queues, analyze data, forecast workload, and publish routine performance reports to support the Customer Service Leadership team in setting priorities and improving service levels. This hybrid role offers flexible working and a supportive culture at AFCA.