XPT Software Australia Pty Ltd Contract
Melbourne, Brisbane, Canberra, Sydney, Australia Posted on 02/20/2025
About Us About XPT
- XPT Software Australia PTY Ltd, incorporated in 2016, is a Software Services company.
- XPT works with top clients across Australia in Banking, Insurance, Telecom, Retail, Energy, Mining and Manufacturing domains.
- We have 120+ technocrats in Australia working at our client locations.
- XPT Software Australia is part of group companies which has global presence across India & Europe.
- We have served 100+ clients globally, fulfilling their onsite-offshore needs.
Job Description Responsibilities
- Responsible for managing the designated workforce team composed of Workforce specialists, MIS/Real Time Analysts.
- Spearheads standardization, alignment, and automation of workforce processes together with other workforce leads.
- Responsible for governance of workforce metrics across engagements handled.
- In charge of capacity planning, forecasting, scheduling, real-time management and reporting, providing analytics and feedback to necessary stakeholders of workforce strategies to meet SLAs and requirements.
- Lead in creating, initiating, and updating workforce processes.
- Coaches, develops and handles progression of designated workforce specialists, MIS and RTAs.
- Responsible for ensuring that all workforce-related tools, software, and capabilities are set and ready for team's use.
- Responsible for designating sizing requirements by Global Solutions Design team to workforce specialists. Reviews and tracks progress of requests sent to workforce team.
- Develop and implement internal audit across all workforce processes ensuring accuracy and timeliness of team deliverables.
- Act as a primary administrator of workforce tools such as Verint and AVAYA.
- Accomplish assigned tasks & projects as required.
Requirements
- Working knowledge and technical understanding of Workforce Management principles and calculations (COPC).
- 3 years call center experience working as a Workforce Supervisor or its equivalent.
- Interface effectively and professionally with all levels of management both internally and externally.
- Excellent oral and written communication skills.
- Must be able to adapt to schedule changes to meet operational demands.
- Must be willing to work independently with minimal supervision and be assigned to multiple sites onshore or offshore.
- Demonstrates professionalism and integrity at all times.
Minimum Requirements - Candidate must possess a Bachelor's / College Degree in any field. (Courses related to Mathematics and Actuarial Sciences is a plus).
- At least 5 years call center experience working within Workforce Management.
- Excellent in using MS Office products (Excel, Word, Access, Outlook, PowerPoint). Background on automation through MS Excel VBA is a plus.
- Proficient in using Workforce Applications such as Aspect, Genesys, and AVAYA. Other workforce tools such as Verint, Cognos, Tableau and Infopac will be useful.
- Experience in Scheduling, Forecasting, Capacity Planning, and Reporting Background required.
