Full TimeJoining Vodafone is more than a job, what we do matters. We don’t just carry minutes, texts and data – we carry people’s lives. And that’s a huge responsibility. If you think for a minute about the people you rely on…the likelihood is they rely on us.
Customers are at the heart of everything we do and we want to make a difference to the lives of our customers, and the communities in which we live and work. We support our people to give something back to the causes that mean the most to them through helping them give time and money to the charities they love.
And what’s it like to work here? We have created an environment where you can look forward to coming to work and are empowered to be at your best. We offer flexibility in how you work that helps you do your job in a way that suits you, opportunities to help you grow and progress throughout your career and a choice of benefits to suit your lifestyle.
In your new role asReal Time Coordinatorwithin our Workforce Management team, you will be responsible for analysing, monitoring and reacting to real-time staffing levels and contact volumes for our contact centres in order to enhance customer experience.
What will I be doing?
• Ensure effective implementation of agent schedules, monitoring adherence and escalations
• Accountability for adherence and occupancy targets, skill changes and load balancing
• Manage staffing coverage through creative schedule adjustments
• Work closely with partner team to actively manage sites/queues/channels to meet metrics and KPIs
• Intra-day management of shrinkage allowances and re-forecast optimisation
• Provide analytical and administration support to Schedulers, Forecasters and the wider team
• Propose recommendations or solutions to enhance efficiency
• Support local site management to optimise staffing requirements
What will I bring?
• Proven experience in a contact centre in a real time desk, workforce management or supervisory role preferably in an omni-channel, multi-site environment
• Knowledge of Workforce Management concepts including forecasting calculations and inputs, shrinkage/overhead, utilisation/occupancy, and how these concepts relate to staffing requirements and performance
• Excellent analytical skills with strong numerical competency.
• Familiarity with large contact centre operations and understanding of work rules and HR policies
• Genesys experience preferred, or other relevant workforce management system
• Strong communication skills and flexible thinking
• Organised, with excellent time management and the ability to work under pressure
• Strong attention to detail, initiative and a high level of integrity
Note this role can be based in either of our Christchurch or Auckland offices.
This role will work on a rotating Monday – Sunday roster (including public holidays) of which the current hours are between 7am – 9pm.
As well as a competitive salary; you’ll also receive a range of benefits by being part of the Vodafone team. You’ll have access to; health insurance for you and your whanau, a fully subsidized mobile plan and smartphone for business and personal use*, the ability to work flexibly, “My Day” Leave for that day when you just need time out, two weeks paid volunteer time to support your community and when you need it, access to our world-leading parental leave policy.
Joining the Vodafone whanau will stretch you, challenge you and provide opportunities you’ve been seeking to expand your career. You’ll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.
Me mahi tahi tatou mo te oranga o te katoa. We work together for the benefit of all.
Commitment from Vodafone
Vodafone is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences - we are not only multinational but multicultural too. At Vodafone you will have access to our excellent flexible benefits programme that you would expect from any global company.
