Resource Coordinator

About the role

The Resource Coordinator develops and publishes rosters across a six-week planning cycle, schedules planned activities for Customer Service Officers and monitors real-time phone and web chat queues so that resources match customer demand. The role supports the Customer Service Leadership team by recommending strategies to manage contact volumes and operational priorities.

Key responsibilities

• Monitor real-time phone, web chat and case handling queues and redeploy resources for call spikes and volume changes.
• Recommend scheduling requirements, resource allocation and roster adjustments to stakeholders.
• Coordinate planned activities such as leave, breaks, meetings and coaching within rosters and daily schedules.
• Adjust rosters for unplanned leave, operational changes and demand fluctuations.
• Analyse queue trends and operational data to support forecasting and highlight performance risks.
• Prepare and distribute daily and monthly performance reports for the Customer Service Leadership team.

Required profile

• Demonstrated experience in a rostering or scheduling environment.
• Strong ability to interpret reports and analyse data sets and trends in real time.
• Proven analytical skills, attention to detail, time management and problem-solving, with the ability to work independently.
• Experience in call centre operations and metrics (highly desirable).

Required skills

• Call centre and workforce management products such as Genesys Cloud.
• Intermediate to advanced Excel and MS Office.

What we offer

• Hybrid working with two days a week in the office.
• Inclusive leave options and a family-friendly workplace.
• A Gold AWEI accreditation for LGBTQ+ workplace inclusion.