Selection Documentation
Position title/ No.: Workforce Scheduler/ 30033
Classification: APS Level 4
Location: Adelaide
Division/Section: Client Services / NSC Workforce Management
Reports to: Workforce Manager
Employment status: Ongoing
Hours: Full time - 37.5 hours per week
Security clearance: Nil
Salary: $65,057 - $70,636 p.a. plus 15.4% super
Closing date: 12 November 2017
Contact for questions: Chris Phillips, 08 7087 4412
Alternate Contact: Jeb Frost, 08 7224 4522
Eligibility: Normally only Australian citizens are eligible for employment, although non-citizens may be appointed where they are prepared to take necessary steps to seek citizenship as a condition of employment.
To satisfy character requirements all AFSA employees must undergo a police records check.
Where a person has received a redundancy benefit from APS agency employment and their corresponding redundancy benefit period has not expired, they may be ineligible for employment.
AFSA actively promotes flexibility with working options in this role. We encourage flexible work patterns and flex time options to support your family commitments and personal interests.
Purpose of the positionProvide administrative support to the Workforce Manager involving forecasting, reporting on and managing the day to day administration of queues, call distribution and the development and maintenance of work and roster systems to ensure the National Service Centre’s (NSC’s) Key Performance Indicators (KPIs) are met.
Key responsibilities
Accountabilities
· Oversee and facilitate the creation, publication and maintenance of rosters for NSC staff in alignment with forecasted business requirements, with a focus on providing a positive client experience
· Develop, distribute and amend agent schedules for the roster period, as well as planning for future periods to meet changing client needs
· Monitor real time centre performance against KPI’s, highlighting risks and recommending and implementing adjustments to changing conditions with a focus on delivering timely and quality client outcomes
· Provide backup and assistance for the Reporting & Statistics Officer role as required by business needs.
· Make queue changes as requested by the Workforce Manager or Management team
· Build relationships and networks across AFSA, using strong communication skills, to facilitate the smooth running of the contact centre.
· Work collaboratively with a diverse range of stakeholders to provide input into training and coaching requirements to ensure staff are appropriately skilled to meet future business requirements.
· Ability to be flexible, embrace change and show resilience in a fast paced call centre environment, whilst maintaining a strong client centric focus
· Display uphold and adhere to the APS Values, Code of Conduct and ITSA’s Workplace Diversity Program
· Comply with WHS obligations and take responsibility for own health and safety and that of others
· Understand and comply with the agency risk management framework and relevant legislation. Contribute to identification, reporting and mitigation of risks in your area.
ESSENTIAL CAPabilities
Achieves Results
Supports the timely delivery of quality outcomes through teamwork, planning, prioritising, organising and working to agreed objectives, procedures, timeframes and assigned resources.
Monitoring and Reporting
Provides support for the production and analysis of a range of business performance reports by monitoring, collecting and collating information on business activities.
Analysis
Employs a methodical, logical and detailed approach to analysing data, identifying and reporting on trends.
Communicates Effectively
Prepares correspondence, reports on a variety matters, presents information verbally and in writing to the team and stakeholders and listens to ensure that other people’s views have been accurately understood.
Call Centre Operations
Apply knowledge and expertise to monitors employee-customer interactions via email or phone, and identify and resolve problems with operational performance.
Innovation and Process Improvement
Supports and contributes to the development and implementation of solutions and improved procedures and practices.
Application details
The application is the tool that the selection committee will use to shortlist applicants.
Your application must include:
1. A completed position application form(available on the AFSA website)
2. Resume outlining your career history, qualifications and include contact details for at least two recent referees
3. Covering letter, no longer than two pages, that considers the key responsibilities and essential capabilities of the position and states the following:
· Why you are interested in the position
· How your skills and experience make you the best person for the position
· What value you can add to AFSA and the Client Services division
4. State the position title and location in the subject line and email:
Applications must be submitted no later than 12 November 2017.
A selection decision may be made on the basis of your application only. If interviews are conducted, it is anticipated that they will be held in the week commencing 16 November 2017. A telephone interview may be conducted in the first instance. Candidates may also be required to undergo psychometric and/or work sample testing as part of this selection process.
We encourage applications from Indigenous Australians, peoples from culturally diverse backgrounds and people with disabilities. We are committed to providing a working environment that values diversity and supports staff to reach their full potential.
If you are an applicant with a disability or other special needs, please contact the Disability Access Coordinator on (02) 8233 6999 to discuss any requirements that may assist you in your application.
Thank you for your interest in this position.
AFSA Selection Documentation: Workforce Scheduler, APS Level 4
October 2017 www.afsa.gov.au Page 4 of 4