About 13Cabs, we connect people to places with safe, comfortable, and reliable travel. We operate Australia's largest taxi network, supported by our Contact Centre, Taxi Tech, and Support Hubs.
As part of A2B Australia network, our brands include 13Cabs, Silver Service, Cabcharge, and others, offering integrated solutions for operators, drivers, and passengers.
The Opportunity
We seek a Workforce Planner to ensure optimal staffing levels and effective management of contact centre resources.
* Implement real-time skill adjustments and schedule modifications as required.
* Monitor and address agent adherence to schedules and escalate non-compliance where necessary.
* Execute skill/queue adjustments to maintain KPIs like Service Level, Average Speed of Answer (ASA), and Schedule Adherence.
Scheduling and Administration
Maintain and update schedules, process exceptions, and adjust shrinkage segments in Verint.
Support the Resource Planner with daily and weekly staffing coverage.
Stakeholder Engagement and Reporting
Collaborate with team leaders and provide data analysis for daily discussions.
Generate reports on shrinkage, interval performance, agent-level metrics, and adherence.
Prepare ad-hoc analyses as needed.
Assist with administrative tasks, leave backfilling, and project work within the Workforce Management (WFM) team.
About You
Minimum 2 years of call centre experience is required.
Basic understanding of Workforce Management methodologies and statistics is desirable.
Experience with Verint, Human Force, or similar tools is advantageous but not essential.
Intermediate-level Microsoft Excel skills are required.
Attention to detail and ability to identify data patterns are essential.
A curious mindset with a willingness to learn is necessary.
You must be a team player with strong engagement skills.
A strong work ethic and positive attitude are required.
Proficiency in data analysis is beneficial.