XPT Software Australia Pty Ltd | Contract
Melbourne, Brisbane, Canberra, Sydney, Australia | Posted on 02 / 20 / 2025
* Country Australia
About Us
* XPT Software Australia PTY Ltd, incorporated in 2016, is a Software Services company.
* XPT works with top clients across Australia in Banking, Insurance, Telecom, Retail, Energy, Mining and Manufacturing domains.
* We have 120+ technocrats in Australia working at our client locations.
* XPT Software Australia is part of group companies which has global presence across India & Europe.
* We have served 100+ clients globally, fulfilling their onsite-offshore needs.
Job Description
Responsibilities
* Responsible for managing the designated workforce team composed of Workforce specialists, MIS / Real Time Analysts.
* Spearheads standardization, alignment, and automation of workforce processes together with other workforce leads.
* Responsible for governance of workforce metrics across engagements handled.
* In charge of capacity planning, forecasting, scheduling, real-time management and reporting, providing analytics and feedback to necessary stakeholders of workforce strategies to meet SLAs and requirements.
* Lead in creating, initiating, and updating workforce processes.
* Coaches, develops and handles progression of designated workforce specialists, MIS and RTAs.
* Responsible for ensuring that all workforce-related tools, software, and capabilities are set and ready for team’s use.
* Responsible for designating sizing requirements by Global Solutions Design team to workforce specialists. Reviews and tracks progress of requests sent to workforce team.
* Develop and implement internal audit across all workforce processes ensuring accuracy and timeliness of team deliverables.
* Act as a primary administrator of workforce tools such as Verint and AVAYA.
* Accomplish assigned tasks & projects as required.
Requirements
* Working knowledge and technical understanding of Workforce Management principles and calculations (COPC).
* 3 years call center experience working as a Workforce Supervisor or its equivalent.
* Interface effectively and professionally with all levels of management both internally and externally.
* Excellent oral and written communication skills.
* Must be able to adapt to schedule changes to meet operational demands.
* Must be willing to work independently with minimal supervision and be assigned to multiple sites onshore or offshore.
* Demonstrates professionalism and integrity at all times.
* Candidate must possess a Bachelor’s / College Degree in any field. (Courses related to Mathematics and Actuarial Sciences is a plus).
* At least 5 years call center experience working within Workforce Management.
* Excellent in using MS Office products (Excel, Word, Access, Outlook, PowerPoint). Background on automation through MS Excel VBA is a plus.
* Proficient in using Workforce Applications such as Aspect, Genesys, and AVAYA. Other workforce tools such as Verint, Cognos, Tableau and Infopac will be useful.
* Experience in Scheduling, Forecasting, Capacity Planning, and Reporting Background required.
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