Join our Call and Resource Planning team in a key Resource Planning role. You'll manage day-to-day operational planning for Voice (Inbound & Outbound) and BPO operations, including scheduling, rostering, and workflow coordination against forecasts.
The role ensures resources are optimised within headcount budgets, supports effective intraday management, and communicates changes in resource requirements across the Customer Market. You'll also oversee payroll administration and coordinate the operational plan for up to six weeks ahead.
Responsibilities
Optimise Resources for Maximum Impact: Ensure our resources are effectively aligned with workload and strategic priorities across Voice, Digital, and BPO operations to deliver seamless service and achieve operational objectives.
Plan and Manage Schedules: Take ownership of creating, auditing, and delivering high-quality schedules and rosters across all lines of business, including shrinkages for training, meetings, and operational activities, minimising disruption to customer service.
Conduct intra-day real time monitoring against both transactional (BPO) and inbound call volumes, highlighting additional resource requirements and performance challenges.
Build and manage resourcing models for current needs and future initiatives, while contributing to new strategies, innovations, and process improvements across operations.
Payroll and Operational Support: Oversee payroll administration, including leave, overtime, and exception management, while working closely with Operations to ensure quality, compliance, and smooth operational delivery.
About you:
Previous demonstrated experience working in a Resource Planning and workforce management systems within a contact center environment, preferably Avaya/Verint WFM will be highly regarded
Strong understanding of contact centre telephony systems, e.g Automatic Call Distributors (ACD), preferably Avaya Call Management System.
Strong Knowledge of Microsoft Office (especially Excel).
Ability to respond quickly and decisively to drivers within and external to the business
Excellent interpersonal skills including strong relationships with stakeholders, business users and leaders.
Strong communication skills, both written and verbal.
At AGL, we offer a wide range of benefits including:
Flexible working options including hybrid work.
Discounts on energy, telcos and solar plans.
Participate in Energise - our reward & recognition program.
Access 20 weeks of paid parental leave for the primary carer.
Access to an additional week of recharge leave per year.
Play an active role in our diversity & inclusion initiatives.
Novated leasing and Electric Vehicle subscriptions.
Access to study assistance, AGL's share purchase plan and insurance deals.
*Benefits may change over time and vary based on role type and location.
Inclusion at AGL
We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit: www.agl.com.au/careers
AGL is proud to be a WORK180 Endorsed Employer for All Women.
Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary.
The information provided as part of your application to AGL will be managed in accordance with the AGL Privacy Policy .
AGL does not accept agency submissions unless approval has been granted by a member of the Talent Acquisition team. Candidates submitted by an agency without approval will not be considered by AGL.
Location
Docklands VIC 3008
Job Family Group
Finance and Accounting
Benefits
Flexible scheduleParental leave
Additional Information
Join the change. Electrify your future!
We've been proudly Aussie since 1837, always finding new ways to innovate in energy and essential services. Now, we're moving towards a sustainable future through electrification and investing in renewable energy-and we'd like you to join us. Whether you're on-site, in the office, or somewhere in between, you'll find opportunities to grow your career here. You'll work with a team that's passionate about powering Australian lives, in a culture that values inclusivity, respect, and learning. Help us create a cleaner energy future, and we'll back you every step of the way as you build your career.
Join the change. Electrify your future.
Agl · Melbourne Corporate