gm - dialler and workforce planner in Melbourne

phillippa whiteman, randstad
job type
AU$ 165,000 - AU$ 180,000 per year
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job details

melbourne, victoria
call centre & customer service
job type
working hours
AU$ 165,000 - AU$ 180,000 per year
2 years
reference number
phillippa whiteman, randstad
03 8319 1183
apply now
Apply with

job description

Our client

Our clients prides themselves on their ability to lead innovative and market leading solutions to their clients within their industry. Employing over 1000 staff across all major states in Australia and New Zealand, our client are proud to work with a high number of leading brands bringing data to life.

About the opportunity

Due to an internal move, an exciting opportunity has arisen to join this dynamic leadership team on a temporary or permanent basis working at their head office in Melbourne.

Reporting into the Director for Optimisation, you will be responsible for ensuring the organisations call centres achieve the highest standard and outcomes for their clients. Through this you will optimise strategy for contact platforms including Email, SMS, Letter, Self Serving outlets and the companies inbound/outbound dialling management system.

key responsibilities include;

  • Providing an effective dialler campaign driving data
  • Management of a resourceful and workforce management model to ensure queues are effectively resourced
  • Effectively manage a team of 5-6 in the workforce planning team providing development and coaching.
  • Analyse past data to assist with forecasting of peak perio0ds and rostering
  • Provide strategic support and guidance to the leadership team including insights and reports

About you

You will possess extensive experience in workforce planning, preferably within a contact centre environment across multiple sites. A champion of continuous improvement around rostering and scheduling methodology, you will have the ability to deliver solutions, forecasting and schedules for large scale teams.

other skills include;

  • 2 years + experience working in a similar role
  • Extensive knowledge of collections or credit risk management principles
  • Ability to identify, lead and develop initiatives to drive costs down
  • Experience in extraction of data from multiple systems
  • Project Management skills to successfully manage multiple initiatives.

Apply now

For a confidential conversation, please contact Billy Ward on 03 8319 1239 or apply now for more information.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.


General Manager/ Workforce Planner/ Strategy/ Nobel



educational requirements