Jul 08, 2022

Scheduler

  • MYOB
  • Melbourne VIC, Australia

Job Description

We are MYOB 
Hi! And thanks for stopping by! 
MYOB is the #originalstartup. Our roots are in finance and accounting software, but today we’re so much more! We’re building a business management platform to help more businesses in Australia & New Zealand Start, Survive & Succeed. Our team is continually transforming, inventing and disrupting conventions. We don’t want you to simply ‘fit’ into our already established culture, we want you to add to it, and make it even better! This is MYOB. 

Our team
You’ll be part of a fast-paced, hard-working workforce planning team responsible for delivering exceptional outcomes to our customers. You will be empowered to experiment, play and drive improvements to our workforce scheduling processes across our partners.

We are currently looking for a passionate/highly organized Scheduler who can use their exceptional WFP skills and experience to deliver improvements to our workforce scheduling function. We work hard to achieve excellence and are looking for more amazing people to join the MYOB family.

The Role

  • Prepare ongoing detailed short-term planning for the Contact Centre:
  • Provide accurate and timely schedules for client demand (e.g. calls offered, average speed to answer) for both SME and Practice contact centres
  • Approve Annual Leave based on the forecast for both SME and Practice contact centres
  • Changes to existing schedules required at short notice
  • Liaise on an ongoing basis with relevant stakeholders to determine inputs to customer demand volumes
  • Critically evaluate the execution of our Customer Experience strategy and provide recommendations
  • Provide support and guidance where necessary to the extended team
  • Provide ongoing recommendations to optimize operational processes
  • Managing stakeholder expectations within the business

What will you bring

  • Knowledge and exposure to contact centre operational analytics and forecasting
  • Ability to interpret complex sets of data and draw meaningful and insightful conclusions
  • Excellent written and verbal communication
  • Strong numerical capability
  • Strong technical skills in analytics & data tools, contact centre software packages (Verint & Genesys preferred)
  • Advanced MS Office skills
  • Time management and planning skills, ability to effectively prioritise projects and pieces of work
  • Learn quickly and adapt to a dynamic environment
  • Problem solving, ensuring that all key stakeholders are part of the solution
  • Work effectively with management teams
  • Communicate with a broad range of internal clients
Our Culture & Benefits 
Our values have stood the test of time. If you want to work and collaborate where opinions are valued, and your ideas can make a difference, come to a place where Your Work Matters.  
- Do your best work in a flexible work environment, right down to financial assistance to set up your home office…it’s called Flexperience, and it’s designed by you and your team! 
- Our partnership with Smiling Mind helps support the wellbeing of our team members and customers 
- Drive your own learning via conferences, in-house training, LinkedIn Learning, study assistance and a strong focus on leaders creating a learning environment 
- A multitude of leave options including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, volunteer leave, study leave, plus more! 
- Communities built around ‘Wellness’, ‘Belonging’ and the ‘Planet’ where you can make a meaningful contribution 
- Access to best-in-class discounts and vouchers from leading retailers, and a lot more. 
 
MYOB are an equal opportunity employer and champion diversity. We are proud to be a Circle Back Initiative Employer and we commit to respond to every applicant. We’d love to hear from you on regarding this role, or if it’s not the right time, join our talent community so that we can reach out regarding future roles.

#LI-Hybrid