The Resource Coordinator is responsible for developing and publishing rosters across a six-week planning cycle, scheduling planned activities for Customer Service Officers, and actively monitor real-time phone and web chat queues to ensure resources are effectively aligned to customer demand.
The role supports the delivery of excellent customer service by using forecast data, planning insights and daily performance reporting to inform the Customer Service Leadership team and recommend strategies to manage contact volumes and operational priorities.
This position is accountable for optimising daily rosters for Customer Service Officers to support appropriate coverage for incoming calls, web chats and case handling work. The Resource Coordinator monitors intraday queue performance and proactively redeploys resources where required to respond to call spikes, unexpected volume changes and changing business needs.
Key accountabilities:
- Monitor real-time phone, web chat and case handling queues to ensure resources are aligned to customer demand and service level requirements.
- Provide timely recommendations to stakeholders on scheduling requirements, resource allocation and roster adjustments.
- Coordinate planned activities, including leave capacity, breaks, meetings, coaching and other scheduled time, within published rosters and daily schedules.
- Adjust rosters and schedules in response to unplanned events, including unplanned leave, operational changes and fluctuations in customer demand.
- Identify and recommend scheduling improvements that support team capability, operational efficiency and effective use of available resources.
- Analyse queue trends and operational data to support accurate forecasting and highlight risks that may impact performance goals and targets.
- Understand business priorities and provide recommendations that support the achievement of Customer Service objectives.
- Prepare and distribute daily and monthly performance reporting for the Customer Service Leadership team.
Knowledge, skills & experience
- Experience with call centre and workforce management products e.g. Genesys Cloud.
- Demonstrated experience in a rostering or scheduling environment.
- Strong ability to interpret reports and provide analysis on data sets and trends in real time.
- Outstanding interpersonal and communication skills - Ability to work within a team and to liaise with staff of all levels.
- Strong attention to detail and exceptional time management.
- Proven analytical skills and mindset.
- Must be proactive and able to work independently and self-managed.
- Highly developed problem solving and critical thinking skills, including experience identifying and implementing continuous improvement initiatives.
- Experience in call centre operations and metrics (highly desirable).
- Experience with MS Office products with intermediate or advance level in Excel.
- Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
- Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
- Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
- Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.
To apply
If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t meet every single criterion.
We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at [email protected].
We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience.
About AFCA
The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers.
AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.