Workforce Analyst

Opportunity to join our Legal Help team in the role of Workforce Analyst.
Job Details
VLA Logo
Department: Victoria Legal Aid
Work Type: Fixed term - full time
Job Function: Customer Service / Call Centre
Classification: VLA3
Work Location: Melbourne - CBD
Reference: VG/21892222
Closing Date: 29-May-2022
Salary Range: $73,444 - $95,041
Job Duration: up to 12 months
Attachments: Workforce Analyst PD #2189.docx (Word, 140KB)

Candidate application form - Workforce Analyst #2189.docx (Word, 144KB)

Contact: Jenny Chau, Workforce Manager
(03) 9280 3877

Position Details

  • Full time maximum term position up to 12 months
  • Salary commensurate with experience, range: $73,444 - $95,041 plus superannuation
  • Attractive employee benefits including salary packaging

About the role:
Legal Help is the key telephone entry point for Victorians seeking legal assistance. The aim is to provide an accessible, holistic triage, intake and referral service. Legal help is progressing through more technological enhancements and improvements to our systems. Part of this includes the expected implementation of a new telephone software.

Reporting to the Workforce Manager this role will assist in maintaining a workforce management solution that meets the operational requirements associated with Legal Help's contact centre. Some of your duties will include resource planning, scheduling of team training requirements and maintaining leave registers.

You will also utilise your skills to provide accurate analysis, reporting, and to identify process improvement opportunities to enhance the workforce functions of Legal Help.

About you:
You will have sound knowledge of workforce management methodologies and principles associated in a contact centre environment. You will have strong analytical skills with the ability to develop solutions for a range of complex issues.

You will demonstrate a strong commitment to building collaborative relationships within the team and across the organisation. You will also have excellent interpersonal and communication skills. Experience with using Genesys from a workforce analyst or workforce planning perspective is highly desirable.

About Victoria Legal Aid:
Our vision is for a fair and just society where rights and responsibilities are upheld. With over 1000 staff employed in 15 offices across Victoria, we help people with their legal problems by providing information, advice and education with a focus on the prevention and early resolution of legal problems. We also provide legal representation to those who need it most.

Employee benefits:
We offer attractive employment benefits including salary packaging (making part of your salary tax-free), flexible working arrangements under a hybrid work model, family friendly policies and opportunities for professional development. Whilst the work is challenging, you will be rewarded with a culture that is focused on achieving quality outcomes for disadvantaged Victorians.

How to apply:
Submit a current resume and completed candidate application form (listed within the file attachments as a Word document). You must complete the candidate application form to be considered for this role, separate responses to the KSC outlined in the position description are not required. Please also include the contact details of two referees.

VLA employees are required to comply with the Victorian Minister for Health's mandatory vaccination orders and therefore must be vaccinated against COVID-19. It is also a requirement that staff attend for office-based days at their primary work location. In line with this requirement, interstate applications will be considered only where the candidate is able and willing to relocate to Victoria, unless part of a border community.

For further information review the attached position description or contact Jenny Chau, Workforce Manager on (03 9280 3877.

No agency applications will be accepted.

Applications close by 11.59pm on Sunday, 29 May 2022.

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