Keypath Education Hiring for Workforce Manager (Contact Centre) at Melbourne, Victoria, Australia Full Time

As a Workforce Manager, you’ll be responsible for the optimal resourcing allocation to workflows across the student lifecycle. You’ll be central to capacity planning, and understanding resource opportunity to maximise marketing campaigns by collaborating with key stakeholders across marketing and student operations functions. You will develop new s and rhythms that enable the business to make more effective short and long term resourcing decisions. You’ll embrace change and support the business through significant change programs as we reinvent the student journey to ensure we’re meeting the student where they’re at – on the channel they use. You’ll be inventive and have an inherent understanding of contact centre technologies and communication platforms, and you’ll have demonstrated experience in similar roles previously.

Role Objectives

• Create clarity and insight into all workflow entering the operation, applying agile prioritisation and allocating workload effectively.
• Communicate to managers priorities for the day in context of historical performance and big picture goals.
• Provide real-time insight and directives to ensure service levels are being met across multiple channels.
• Create efficiency through standardisation of ing and analysis, and communicating outcomes to stakeholders.
• Drive optimisation through proposing ongoing changes to workflow management.
• Work with the marketing team to understand lead volume fluctuations, ensuring we can respond to campaign opportunities.
• Develop best practices to maximise right party contact rate by testing campaigns.
• Investigate workflow root cause issues and collaborate with IT to resolve them and improve workflow practices.
• Provide centralised communications for incidents, outages and change management impacting student operations
• Investigate and track issues within the workflow, with a view to simplification of a complex environment to create inherent agility and to drive scale.
• Capture insights and quantify ongoing recommendations that drive change.

Qualifications

• Relevant tertiary degree and / or 5 years’ demonstrated workforce management experience in a call-centre environment
• Outstanding communication skills, including experience building beneficial relationships with a diverse range of stakeholders at all levels.
• Strong knowledge contact centre technologies (Genesys preferred), CRM and workflow systems and related data analysis tools
• Expert level of attention to detail, accountability, integrity, and ethics
• Exceptional logical / problem solving skills and investigative skills
• Ability to drive change, enabled by excellent stakeholder relationships
• Experience with workforce optimization software a plus

Additional Information

So why Keypath?

Benefits & Rewards

• Flexibility to work remotely, hybrid or in a Keypath office
• Our IT team sends you everything you need to be successful in your role including a laptop, monitors, keyboard and mouse.
• Internet Allowance to support you working from home.
• A supportive and clear pathway for career progression and career development. Ask our team about our Future Leaders Academy, Learning Labs, and upskilling with LinkedIn Learning.
• Paid Mental Health days to empower you to take rest and relaxation to support your health and wellbeing.

Be you and belong:

• Sure, anyone can tell you how good their company culture is, but we encourage you to read all of our SEEK reviews to form your own opinion. We also have AWEI Bronze Employer for LGBTIA inclusion, ranked #11 Best Place To Work Australia©, and a Gallup Employee Engagement Score of 4.37.
• A caring and engaged Global CEO who replies to all Glassdoor reviews personally.
• A dedicated D&I committee
• We listened to our people and moved to a distributed workforce. So you can work from your home office or in the office, if and when you choose.

Join the global edtech boom

• We’re a leading EdTech company in a booming industry.
• You’ll have the opportunity to innovate and collaborate with global peers, as we rapidly expand into new markets and with new partners, globally.

Supported to be your best

• We offer discounted study opportunities through our University partners and ongoing in-house training opportunities.
• As we grow, so do your career-path opportunities.

Make a difference in the world

• We have a bold vision to transform education and transform the world.
• We’re helping to upskill and reskill over 30,000 people globally.
• Our programs are purposefully designed to meet the needs of the future of work, helping to solve our future economic and social challenges.

Want to make a difference in the world? Become a Keypather.

We strongly encourage applications from Aboriginal and/or Torres Strait Islander peoples, people from Culturally and Linguistically Diverse Backgrounds, People with Disability, and people from the LGBTQIA+ Community.

*Due to the high volume of applications, only shortlisted candidates will be contacted. Thank you for your understanding.