October 17, 2024

Commonwealth Superannuation Corporation (CSC)

Sydney

OTHER & CONTRACT

Resource Planner

Posted: 16/10/2024

Closing Date: 30/10/2024

Salary: $35.00 - $55.00

Job Type: Contract

Location: Sydney

Job Category: Call Centre and Customer Service,Insurance & Superannuation

At CSC, we know that it takes all of us working together, united as one, to guide our customers towards their retirement dreams. We’re proud to wear the government crest, and proud to serve those who serve our country.
Every day, CSC makes a real difference by guiding our customers to make the right choices, and to feel confident about their financial wellbeing. Through rich customer insights and world-leading investment strategies, we’re always growing and improving. That means creating an environment where each and every one of us has the opportunity to strive together for excellence.
With over $70B in funds under management, CSC has provided superannuation services to employees of the Australian Government and members of the Australian Defence Force for over 100 years. We are proud to serve those who serve Australia.
The drive to make a difference.

Job Description

Your new role:
We are seeking a driven and focused Resource Planner with experience in a contact centre environment. You'll leverage your best practice knowledge to enhance service and outcomes through effective resource planning.
Our ideal candidate will have exceptional attention to detail and excellent organisational skills to ensure rosters are published in a timely manner. You will provide intra-day support for frontline teams through managing a real-time desk and being the first point of contact for telephony support. You will also maintain and optimise daily schedules to maximise coverage and review staff availability and activity, while proactively monitoring interaction trends in real-time to provide recommendations for efficiencies.
With your developed stakeholder engagement skills, you work with the business regarding any staff issues, training requirements and ensure all future events and leave requests are accounted and planned for.
Please note: CSC is open to applications across Australia with an established home office.

Desired Skills and Experience

What you need to excel
CSC’s Core Competencies reflect the key sets of skills, knowledge, experience, and behaviours required to perform your role effectively. These are;

Delivering results and meeting customer expectations
Working with People
Adapting and Responding to Change
Deciding and Initiating Action
Analysing
Commercial and Strategic Thinking

In addition to these, you will need;

Experience in workforce management processes with at experience in a call centre environment
Genesys Cloud experience, highly regarded
Recent experience with rostering and scheduling to contribute to achieving performance objectives
Excellent communication skills with the ability to build stakeholder relationships within CSC
Technical knowledge within the call centre environment, including call centre metrics
Ability to set priorities, plan and organise own work load with minimal supervision and work to tight deadlines while effectively manage competing priorities
Ability to investigate and analyse complex data sets to produce insights and reports to assist achieving strategic outcomes and operational improvements
Highly developed computer literacy with proficiency in applications such as Microsoft Suite and rostering applications

What will you get in return?

6 month contract with attractive hourly rates
Work/life balance with flexible working environment (hybrid or 100% work from home for interstate candidates)
Opportunity to join a highly experienced and knowledgeable team within a supportive and fun environment
Benefit from CSC’s commitment to excellence through the core competency framework which underpins all people processes to foster empowerment, continuous development, recognition, and a collaborative culture, ensuring you have the tools and support necessary to thrive and excel in your role.

How do I apply?
To apply for this opportunity please include a resume. For questions or more information about this opportunity, please reach out to Tina Phengrasmy – tina.phengrasmy@csc.gov.au
Please note: Agency submissions will not be considered for this position

More about CSC:
Visit our careers page to discover more about CSC, our core competencies and employee benefits: https://www.csc.gov.au/Members/About-CSC/Careers