Description:
About Us
At 13Cabs, we connect people to places, ensuring customers travel safely, comfortably, and reliably. With over 7,000 vehicles and approximately 11,500 drivers, we proudly operate Australia’s largest taxi network, supported by our Contact Centre, Taxi Tech, and Support Hubs.
As part of the A2B Australia network, our brands include 13Cabs, Silver Service, Cabcharge, and others, offering integrated solutions for operators, drivers, and passengers. From booking to arrival, we deliver exceptional customer experiences with innovation and care at our core.
Our values—Caring, Collaborative, Accountable, Authentic, and Progressive—drive our inclusive culture and commitment to excellence.
The Opportunity
We are seeking a Workforce Planner to join our dynamic team. In this critical role, you will ensure optimal staffing levels and effective management of contact centre resources to maintain key performance indicators (KPIs) and enhance the customer experience.
Key Responsibilities
- Resource and Queue Management:
- Implement real-time skill adjustments and schedule modifications as required.
- Monitor and address agent adherence to schedules and escalate non-compliance where necessary.
- Execute skill/queue adjustments to maintain KPIs like Service Level, Average Speed of Answer (ASA), and Schedule Adherence.
- Scheduling and Administration:
- Maintain and update schedules, process exceptions, and adjust shrinkage segments in Verint.
- Support the Resource Planner with daily and weekly staffing coverage.
- Stakeholder Engagement and Reporting:
- Collaborate with team leaders and provide data analysis for daily discussions.
- Generate reports on shrinkage, interval performance, agent-level metrics, and adherence.
- Prepare ad-hoc analyses as needed.
- Assist with administrative tasks, leave backfilling, and project work within the Workforce Management (WFM) team.
About You
- Minimum 2 years of call centre experience.
- Basic understanding of Workforce Management methodologies and statistics is desirable.
- Experience with Verint, Human Force, or similar tools is advantageous but not essential.
- Intermediate-level Microsoft Excel skills (e.g., Pivot Tables, Power Query) required.
- Attention to detail and ability to identify data patterns.
- Curious mindset with a willingness to learn.
- Team player with strong engagement skills.
- Strong work ethic and a positive attitude.
- Proficiency in data analysis is beneficial.
Why Join Us?
A supportive and inclusive workplace culture.
Opportunities for professional growth and development.
A chance to contribute to a business that values customer and employee satisfaction equally.
Join us at 13Cabs and play a pivotal role in shaping the future of customer experience and operational excellence.
28 Feb 2025;
from:
uworkin.com