As Workforce Manager, you will play a crucial role in ensuring all departmental service levels and objectives are met while optimising the use of Genesys. You will be instrumental in managing resources, maintaining the Genesys workforce management solution, and supporting the Senior Management Team in a complex Legal Help environment.
Key Responsibilities:
- Lead and implement Legal Help's workforce management strategy, analysing trends and providing strategic advice to improve service efficiency.
- Manage resourcing and rostering to meet budget targets, creating comprehensive rosters for service delivery teams.
- Oversee scheduling of staff training and professional development, aligning with forecasting and service requirements.
- Analyse call trends and operational data to identify improvement opportunities and communicate findings to management.
- Supervise and guide the Workforce Analyst, ensuring support for daily operations and timely task completion.
- Proven ability to thrive in a fast-paced, complex environment
- Proficiency in Genesys is essential and CRM databases
- Experience with full-service and low-touch service models
- Strong analytical thinking and exceptional interpersonal skills
- Demonstrated ability to solve problems holistically, often with limited information
- Experience in data analysis
- Relevant tertiary qualifications or equivalent experience
- To be eligible you must be an Australian or New Zealand citizen, permanent resident or hold a valid work permit visa.
- Salary range: $98,902-$123,624 + Super
- Flexible work arrangements - Hybrid model
- Employee salary packaging options
- Opportunity to work for a progressive, inclusive organisation representing Victorians in legal matters
- Attractive employee benefits
They are a not-for-profit organisation representing the Victorian community in legal matters covering Criminal Law, Family, Youth, and Children's Law, Civil Justice, and Access and Equality. Key focus is on representing those who need it most, responding to over 200,000 inquiries annually via phone and webchat helplines. As an Equal Opportunity Employer, they are committed to promoting a diverse and inclusive workforce.
Their values of "Fairness," "Care," "Courage," and "Inclusion" are at the core of everything they do.
If you have strong Genesys experience and are passionate about making a difference in the community, we want to hear from you.
If you would like to know more about this opportunity please contact Anastasia at anastasia@smaart.com.au, 0419 892 753 or send your resume via the APPLY button.
