Primary Details

Time Type: Full time

Worker Type: Employee

This role will ensure the delivery of effective and efficient schedules, from scheduling phase through to real time analysis. An end to end WFM role, responsible for the scheduling and real time management of team/tower assignments.

Primary Responsibilities

• Produce schedules for all staff in line with forecasts to meet business targets

•Ensure schedules are produced in line with HR policies and Enterprise Agreements

•Schedule all off phone activities for all staff to ensure business targets are achieved

•Co-ordinate any meetings, training requirements of the teams

•Maintain leave trackers and manage associated leave process

•Highlight areas of concern in schedules

•Timely publication of schedules

•Organizing extra hours or reduced hours in line with expected workloads

•Proactive intraday management of schedules and workgroups to ensure Grade of Service targets are met

•Ability to produce ad-hoc reports in response to changing business requirements

•Maintenance of data integrity and quality

•Maintain Automatic Call Distribution (ACD) and WFM systems

•Work collaboratively with stakeholders to provide insights and feedback by monitoring and reporting on performance of teams and individual staff against key performance indicators

Required Education

• Bachelor's Degree or equivalent combination of education and work experience

Required Experience

• 3 years relevant experience

Preferred Competencies/Skills

• Technical knowledge on MS Office applications

•Business Analytics and Presentation (interpret data)

•Critical Thinking

•Planning and organization skills

•Ability to work under pressure whilst maintaining clear priority on task allocation and attention to detail

•Excellent oral and verbal communication skills

•Expertise on ICBM, Verint and Genesys Platforms and other Call Centre tools

Preferred Education

• Bachelor's Degree or equivalent combination of education and work experience

Preferred Experience

• Experience in a similar role and using a Workforce Planning Tools such as Verint and Genesys are preferred

Preferred Licenses/Certifications

• Verint Training Completion

•ICBM/MS Teams Training

•Genesys Platform Training Completion

Preferred Knowledge

• Fundamental understanding of all aspects of Workforce Management

•An understanding of Call Centre technologies

•Foundational knowledge of insurance services

QBE Cultural DNA

• Everything we do at QBE is underpinned by our DNA (which interlinks seven cultural elements) – because we know it's not just what we do that matters, it's how we do it that makes the difference. We expect all employees to role model and inspire the right behaviours that link to our cultural elements:

•We are customer-focused

•We are technical experts

•We are inclusive

•We are fast-paced

•We are courageous

•We are accountable

•We are a team

•All employees are expected to adhere to QBE’s Code of Ethics and Conduct and apply sound risk management practices

US Only - Disclaimer

• To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.

Job Type

• Individual Contributor

Australia/New Zealand Only - Advice/Non-Advice

• Non-Advice: This role is not authorised to provide financial product advice to retail customers in respect of General Insurance products. Financial product advice, means a statement or recommendation made to a retail customer with the intention of influencing their decision in considering a general insurance product.

Global Disclaimer

• The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee’s normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.

Skills:

Adaptability, Call Center Systems, Collaboration Tools, Communication, Critical Thinking, Customer Service, Intentional collaboration, Managing performance, Prioritization, Resource Planning, Risk Management, Stakeholder Management, Workforce Analytics, Workforce Management (WFM), Work Schedules

How to Apply:

To submit your application, click "Apply" and follow the step by step process.

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.

Please refer to job description.