About this job
About the Department
Working for the Queensland Department of Education means joining an organisation that values its people and promotes leadership and innovation. Be part of an environment that respects professionalism and diversity, offers training and development opportunities and embraces flexible careers and work-life balance. Find out more about working with us.
Your Role
As the Resource and Operations coordinator you will work in a small team undertaking resource allocation within a high volume call centre environment responding to real time performance across a number of workgroups.
Responsibilities include
As the Resource and Operations Coordinator, your responsibilities will include, but are not limited to:
- Source data, generate reports and disseminate accurate and timely information, to key internal stakeholders, in order to provide relevant feedback and enable effective decision making.
- Recording of staff attendance and related functions including leave applications and absenteeism reporting.
- Effective resource allocation through the IT Service Centre's rostering tools to facilitate efficient service delivery for customers.
- Monitor workforce tools to track performance, respond to situations and ensure service delivery standards are maintained.
- Analyse and interpret data to identify gaps and trends in service delivery and prepare recommendations to Service Centre management.
About You
We are looking for someone who can:
- Demonstrate time management skills.
- Has previous experience in a resource allocation role.
- Ability to undertake queue management functions inline with contemporary IT Service Management Frameworks and best practice guidelines.
- Ability to provide end user support during busy times in the call centre.
Interested? To Apply
- Attach a brief resume including contact details for 2 referees (referees should be familiar with your relevant work history).
- Attach a written statement (2-page maximum) addressing the dot points within the "Competencies" section of the Role Description. When structuring your application, it's advisable to list each competency dot point as a heading, and to respond to each of them respectively.
We welcome all applicants to share any support needed to ensure our recruitment process is inclusive.
Applications remain current for 12 months from the closing date and may be considered for appointment to identical or similar vacancies within the Department.
Applications from recruitment agencies will not be accepted.