Workforce Administrator

Job Details
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Department: Emergency Services Telecommunications Authority
Work Type: Ongoing - part time
Job Function: Customer Service / Call Centre
Classification: Band 2
Work Location: Burwood East
Reference: VG/1301410
Closing Date: 22-Oct-2017
Salary Range: $74,588 - $109,013
Job Duration: Ongoing
Attachments: Workforce Administrator PD.pdf (PDF, 260KB)
Job Specification


Position Details

About ESTA:

ESTA is the critical link between the Victorian community and the state's emergency services agencies and it partners with the agencies to improve service delivery to the community. It provides Victoria's 24-hour emergency call-taking and dispatch services for police, fire, ambulance and VICSES and manages the provision of advanced, operational communications for police, ambulance, fire services and the SES.  Its vision is to be a high-performing team trusted by the community and our partners to deliver the right emergency response. And its central goal is to save lives and prevent harm through speed and accuracy in emergency operations.

An opportunity exists for an experienced individual to be appointed as a Workforce Planning Administrator within the Workforce Planning and Management team. 

About the Role:

The Workforce Planning Administrator is responsible for timely and accurate day to day administration to the schedules in relation to specific emergency and non-emergency services, to ensure that ESTA achieves optimum utilisation of its operational staff for those services across all centres as far as practicable. Other responsibilities include, but are not limited to:

  • Assign staff to prepared rosters within the relevant Agency
  • Make necessary adjustments to rosters as a result of training, meetings, unplanned leave and other absences, ensuring service requirements are met
  • Act in conjunction with the Workforce Planners to schedule casuals
  • Coordinate and administer leave applications within the SECC
  • Manage and coordinate the Agency multiskilling schedule in conjunction with other Workforce Administrators to ensure a ‘one ESTA' approach to multiskilling
  • Assist SECC management to generate reports from the Aspect WFM system, arrange for the generation of regular reports or produce reports at the request of management.

 About You:

  • Minimum 1 - 2 years' Workforce Planning experience in a contact centre environment with exposure to 24hr operations and relevant EBA guidelines desirable
  • Preferred  experience with the Aspect WFM system, knowledge of end-to-end workforce management processes preferred (forecasting, planning, scheduling, real-time intraday reporting and analytics)
  • Excellent analytical skills with the ability to transform data into meaningful reports and information
  • Ability to make recommendations to management and stakeholders in the optimisation of schedules and for continuous improvement
  • Flexible and positive work approach and attitude and able to work effectively across multiple sites and levels in the organisation
  • Excellent verbal and written communication and comprehension skills
  • High attention to detail and able to maintain confidentiality
  • Ability to multi-task and deliver results in a high-pressure environment
  • Intermediate Microsoft Office skills including MS Excel

The successful applicant will be required to work Monday's as part of their standard working hours.

Applicants should prepare a response that demonstrates alignment with the role requirements and motivation for the role.

Click the ‘apply' button to be taken to ESTA's online application portal.

Applications close Sunday 22 October 2017.

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