Your new role:

We’re looking for a proactive and detail-oriented Resource Planner to administer our Genesys Cloud platform, support intraday workforce management and contact centre planning to help deliver an exceptional customer experience.

Reporting to the Forecasting and Resource Planning Specialist, this role is responsible for ensuring the stability of telephony operations, ensuring the right staffing levels and capabilities are in place to meet customer demand across CSC’s frontline teams. The Resource Planner actively monitors real-time performance, adjusts schedules as needed, and provides accurate short- and long-term forecasting to support business needs.

Please note: CSC is open to applications across Australia with an established home office.

What you need to excel

• Australian Citizenship required
• Experience with the Genesys Cloud platform/system is highly regarded
• Recent experience with rostering and scheduling to contribute to achieving performance objectives
• Technical knowledge within the call centre environment, including call centre metrics
• Excellent communication skills with the ability to build stakeholder relationships within CSC
• Ability to set priorities, plan and organise own workload with minimal supervision and work to tight deadlines while effectively manage competing priorities
• Ability to investigate and analyse complex data sets to produce insights and reports to assist achieving strategic outcomes and operational improvements
• Highly developed computer literacy with proficiency in applications such as Microsoft Suite and rostering applications
• Candidates with experience with conflict management and negotiation skills will be highly regarded
• A proactive mindset, already seen as a go-to person - trusted by your peers, and ready to take on greater responsibility when the moment calls for it

What will you get in return?

• 12-month fixed term position, potential for extension or permanency
• Work/life balance with flexible working environment (hybrid or 100% work from home for interstate candidates)
• We’re committed to your continuous learning and professional growth, offering opportunities to develop your expertise as a Subject Matter Expert (SME) in Genesys Cloud
• Chance to develop strong relationships with key stakeholders across the organisation
• Benefit from CSC’s commitment to excellence through the core competency framework which underpins all people processes to foster empowerment, continuous development, recognition, and a collaborative culture, ensuring you have the tools and support necessary to thrive and excel in your role.

How do I apply?

To apply for this opportunity please include a cover letter outlining your suitable skills and interest in the position, along with your current resume. 

For questions or more information about this opportunity, please reach out to recruitment@csc.gov.au

• Applications close: Friday 31 July 2025, 5:00 pm
• Please note: Agency submissions will not be considered for this position

More about CSC:

Visit our careers page to discover more about CSC, our core competencies and employee benefits: https://www.csc.gov.au/Members/About-CSC/Careers