Company Description
About Us
Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses, by enabling challenger retail brands (including our own Superloop and Exetel brands) to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform.
Superloop operates in three segments of the market: consumer connectivity, business network and security solutions, and wholesale connectivity, all of which leverage Superloop’s investments in physical infrastructure assets including fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop and Exetel everyday for their connectivity needs.
Visit www.superloop.com to learn more.
Job Description
Role Purpose
As a Workforce Management Scheduler in our call center, your primary responsibility will be to optimize agent schedules to meet operational goals and objectives. You will manage agent schedules to ensure coverage aligns with anticipated call volumes and workload demands. You'll play a pivotal role in identifying potential issues affecting service levels and collaborating closely with team leaders and operations managers to implement staffing adjustments based on workload fluctuations. Effective communication with stakeholders will be crucial as you provide timely updates on scheduling performance and highlight opportunities for improvement. Additionally, you will analyze data to identify trends, propose scheduling enhancements, and ensure compliance with workforce management policies. Your contributions will be essential in enhancing call center efficiency and achieving our business objectives.
Key Responsibilities
- Creating and managing agent schedules to meet staffing requirements and operational goals.
- Aligning agent schedules with forecasted call volumes and workload demands.
- Adjusting schedules as necessary to optimize staffing levels and meet service level targets.
- Analyzing historical data and performance metrics to forecast future staffing needs accurately.
- Providing insights into scheduling efficiency and adherence to workforce management policies.
- Collaborating closely with Team Leaders, Operations, and other stakeholders to ensure effective scheduling.
- Communicating scheduling updates and requirements in a timely manner.
- Ensuring compliance with workforce management policies and procedures.
- Recommending updates to scheduling policies based on observed trends and operational changes.
- Addressing scheduling issues and challenges promptly and efficiently.
- Utilizing data analysis to optimize scheduling processes and enhance efficiency.
- Generating reports on scheduling metrics and performance indicators.
- Presenting scheduling insights and recommendations to management for process improvement.
Qualifications
- Minimum of two years of industry experience in a specialized Scheduling role within a call center environment.
- Strong understanding of advanced scheduling principles, methodologies, and tools.
- Excellent communication and interpersonal skills, with the ability to effectively coordinate scheduling activities with various stakeholders.
- Demonstrated capability to thrive in a dynamic business environment, managing scheduling operations for both small and large teams.
- Efficient time management and organizational skills to manage schedules and priorities effectively.
- Proactive approach towards optimizing scheduling processes and achieving successful outcomes.
- High level of analytical ability and attention to detail, with a focus on optimizing workforce allocation and resource utilization.
- Ability to work under pressure and effectively problem-solve with critical thinking skills, particularly in managing scheduling conflicts or fluctuations in demand.
- Capability to work independently as well as collaboratively as part of a scheduling team.
- Proficiency in MS Excel, including advanced skills and experience in data analysis and scheduling optimization techniques.
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What We Do
Superloop exists to ’unleash the unlimited possibilities of the internet’.
Founded in 2014, Superloop Limited (ASX:SLC) employs more than 900 team members and supports over 400,000 customers. With carrier-grade, metro fibre, plus fixed wireless networks across Australia, we provide high performance connectivity services for residential customers, small and medium-sized businesses, and some of Australia’s largest corporates.
Since our very beginning, we’ve invested in our own network, recruited a stellar team, and focused on creating reliable and scalable products to ensure we genuinely are ‘super from the ground up’.
Passionate about innovation, our team get their kicks from deploying game-changing solutions that solve customer pain points, delivering great customer service, and genuinely making the internet experience super.
Special acknowledgments: At Superloop, we’re grateful to show up to work each day on Indigenous lands. We acknowledge the Traditional Custodians of country and respect the connections they have to land, sea, and community. We pay our respects to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander people today
