Job Description

ahm Position Description



Position Title:
Workforce Planning Administrator

Position Holder:

Division/Branch:
Customer Channels & Operations - ahm

Job Banding:

Directly reports to:
Workforce Planning Lead


Position Purpose

The purpose of the position is to provide support to the contact centre and the Workforce Planning team through reporting on key metrics, providing insights and complete Real Time Management duties. The role will be key in identifying opportunities to improve efficiency and effectiveness of the ahm workforce utilising workforce tools.


Key Accountabilities


Real Time Management (RTM)

• Responsible for maintaining rules and guardrails for RTM across Inbound, Outbound Phone and Messenger channels.
• Develop a strong understanding of the commercial imperatives and business priorities for ahm and apply this knowledge to RTM capabilities
• Maximise efficiency and output based on the resources available and manage real time rostering including absenteeism and backfill
• Support and optimise the RTM process, identifying opportunities for process improvement
• Drive Average Speed of Answer, Service levels and adherence outcomes via RTM optimisation, interpret live data and reporting to make reasonable adjustments to meet our goals.
• Identify and proactively make recommendations to optimise and improve IVR structures, Skill routing, rostering adjustments, and queue management.
• Build understanding via insights and reporting to senior management on RTM issues, agent performance and areas for improvement.

WFM Insights and support

• Track KPI’s, generate and distribute reports as necessary (and directed)
• Read all reports to be able to maximise the efficiency of the Workforce Planning/Real Time Analyst function
• Provide insights and solutions to data sets and trends to relevant stakeholders
• Complete any relevant reporting on shift as required for the efficiency of the role
• Support WFM administration and management of WFM inbox and interactions with Customer Channels staff.

Stakeholder Management

• Present insights and findings at daily SCRUM meetings.
• Maintain effective working relationships with key stakeholders in WFM and Contact Centre to ensure positive customer outcomes
• Provide feedback to relevant stakeholders on individuals performance
• Support key stakeholders to build integrity and delivery of RTM processes.
• Embrace change and take others on the journey with you to embed any change or process improvements

Team Culture

• Demonstrate a positive, engaging presence in all interactions with employees
• Foster a positive culture within the contact centre and WFM team that aligns with ahm’s cultural vision and values

Position Requirements

Qualifications

Degree (business/commerce)
Diploma/Certificate
Post Graduate Degree
Other (please specify)

Capability

• Results driven
• Resilience and action oriented
• Proactive and takes initiative
• Analytical thinker
• Business acumen
• Managing for performance
• Managing relationships
• Communications skills

Skills/ Experience
Essential:

• Experience in hands on workforce planning in customer centric environment
• Demonstrable change management and communications experience
• Demonstrable success in analysis and implement of business improvement initiatives

Desirable:

• 1 year experience in a similar role in a small to medium inbound and outbound telephonic centre
• Superior written and oral communication skills

Compliance, Regulations, Polices, Procedures, Guidelines and Legislation

• Responsible for ensuring their own compliance with all regulatory legislative; internal policies and procedures associated with the activities of their position.
• Supporting the business with managing compliance obligations in accordance with the PHI compliance framework and operating procedures.
• Have a clear understanding of processes, systems and people within their business area that are subject to the compliance requirements.
• Responsible for identifying changes to their business area and communicating these to management and compliance.

Key Stakeholders

• WFM function
• Customer Channels & Operations Leadership Team
• Contact Centre Channel Leads
• Contact Centre Team Leaders
• Training and Onboarding teams

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