Customer Service 14 Years' Experience in Call Centre Setting Offering the following experience in Customer Service and Rostering Tasks: Exceptional Interpersonal Skills Proven World-Class Customer Service Professional and Energetic Work Attitude Complaint Handling and Resolution Strong Ability to efficiently multi-task and manage time effectively Customer Advocacy / Enjoy Working with People Persistent, Friendly, and Patient Good Communication and Presentation Skills Excellent Call Handling Skills and Active Listening / Team work Effectively manage large amounts of emails and calls Identify and assess customer's issues and provide resolution Customer Rapport and Showing I care Provide accurate, valid and complete information to customers to ensure first call resolution Meet personal and team targets / average call handling time / first call resolution / no abandoned calls Handle complaints provide appropriate resolutions Keep records of customer interactions and making notes on the account for mandatory reporting Updating customers files / Gather feedback Follow communication procedures, organisation's guidelines and policies Take the extra mile to engage customers, emphatic approach Assist with Payroll staff for disability accommodation services Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation systems, managing calendars and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices. Dependable Coordinator provides excellent office management and administrative support. Possesses strong communication and interpersonal skills with demonstrated ability to manage competing priorities and meet deadlines. Creative problem solver with strong analytical and critical thinking skills.
Collaborate with Facility Manager to develop and maintain costed Master Rosters, ensuring alignment with workforce budgets.
Allocate and assign staff to shifts, considering industrial agreements, employment contracts, and visa restrictions.
Backfill shifts as needed, maintaining accurate and timely record management in the rostering system.
Monitor attendance, absenteeism, and unavailability, ensuring staffing needs are met, particularly during crises like Covid infections.
Communicate roster changes within legislative requirements and provide daily exception reporting to operations.
Perform timely pay period close, ensuring accurate and on-time payments to staff in accordance with relevant Awards.
Develop and maintain reports and dashboards for Facility Manager to analyze workforce trends.
Serve as the primary contact for employees regarding rostering queries.
Investigate and reconcile variances between roster, timesheet, and payroll, ensuring accuracy.
Collaborate with Facility Manager to identify vacant positions and initiate the employment requisition process.
Coordinate scheduling of workforce training and development, ensuring compliance with mandatory competencies and qualifications.
Work with System Support specialist to address any identified issues with rostering software.
Provide information and support for Wesley Mission NDIS services.
Develop and review comprehensive service agreements for clients.
Act as a strong ambassador for the Wesley Home and Residential Care team.
Report on team issues, recommend improvements, and enhance team satisfaction.
Report regularly on agreed indicators for performance.
Strive for high client satisfaction with Wesley Mission services.
Document quarterly progress and identify career opportunities.
Participate in Wesley Mission's Employee Contribution and Development process.
Adhere to the Work Health & Safety Act, ensuring safety during employment.
Contribute to internal audit processes and attend directed functions and training.
Contribute to Wesley Home and Residential Care Business Plan activities.
Administer Wesley Mission's philosophy of care and uphold policy documents.
Take responsibility for personal career growth and training.
Participate in Wesley Mission's Orientation program.
Demonstrate responsible stewardship of resources.
Maintain confidentiality and uphold Wesley Mission's reputation and integrity.