Transport is the lifeblood of Victoria and at the centre of our state’s liveability and future prosperity. Every day we help millions of people get to work and school, access critical services, as well as socialise, shop and participate in some of the world’s best cultural, artistic and sporting events. We’re changing.
On 1 July 2019, staff and functions from VicRoads, Public Transport Victoria and the Department of Transport will come together to form a new Department of Transport (DoT). As the new Department of Transport evolves, so will you. Here you will work on great things that matter. It’s stimulating, varied and challenging – it’s work you can be proud of.
About the Business Area
Numbering over 750 Staff, our Registration & Licensing (R&L) division significantly contributes to ensuring Victorians are safe on our roads by providing professional customer services, policy advise and specialist services to our customers.
R&L Practice standards and Solutions is responsible for a range of operational policy, content, standards and regulatory oversight activities within VicRoads’ Registration and Licencing Division. It embraces new ways of working and thrives on team collaboration and individual leadership at all levels. Its also a public sector leaser in the use of service design methodologies as part of the policy development and regulatory review and improvement cycle. It offers a range of developmental opportunities.
About the Role
Reporting to the Manager of Customer Service & Planning the Analyst is a key member of business division. The role is responsible develop processes for the delivery of timely and accurate reports whilst analysing results to identify gaps in resourcing and opportunities to reduce demand and increase efficiency.
you will be reporting of Customer Services metrics like service level achievement, FTE, budgets, leave, P&L, etc. as well as Workforce Planning metrics like occupancy, utilisation, shrinkage and adherence.
To attract, retain and develop talented people, we provide genuine flexibility, a culture that supports people to be their best and on top of that - great opportunities for career development. We embrace diversity and inclusion and are proud our workforce reflects the community we serve.
What we offer
• Competitive salary and benefits
• Supportive, diverse and inclusive work environment
• Opportunities for professional and personal development
• Flexible working arrangements and family friendly practices
Recruitment agencies – please note VicRoads does not accept resumes from third parties and will not be responsible for any fees related to unsolicited resumes.
VicRoads is required to evidence your right to work in Australia and may ask for your consent to check records maintained by the Department of Immigration and Border Protection as well as records maintained by Victoria Police and VicRoads as part of the selection process. Information provided to VicRoads will be treated in the strictest confidence.
KA 1. Use conceptual and analytical skills to develop and deliver daily, weekly, monthly and yearly reports for Customer Service on all key defined metrics; AND to develop and deliver reports on forecasting, scheduling, and real time analysis activities.
KA 2. Under broad supervision, develop processes for the delivery of timely and accurate reports whilst analysing results to identify gaps in resourcing and opportunities to reduce demand and increase efficiency
KA 3. Under broad supervision, coordinate the definition and reporting of Customer Service metrics like service level achievement, FTE, budgets, leave, PnL, etc. as well as Workforce Planning metrics like occupancy, utilisation, shrinkage and adherence.
KA 4. Exercise independent judgement to analyse management information and reports to make recommendations that will lead to meeting service levels.
KA 5. Provide advice to senior managers, leaders, and executives, working collaboratively to develop innovative reporting solutions and delivery mechanisms.
KA 6. Provide supervision and training to less experiences employees as necessary, working collaboratively as an effective team member, participating in team activities and assisting to meet team objectives.
KC 1. Use conceptual and analytical skills to research specific areas of expertise and implement changes that result in business improvements.
KC 2. Analyse, interpret and present relevant data.
KC 3. Identify, develop and present reports to meet local requirements.
KC 4. Recognise the accuracy, reliability and potential uses of data to develop solutions to moderately complex problems.
KC 5. Contribute effectively to the development of options and solutions to address moderately complex issues and articulate reasoning on issues.
KC 6. Deliver the best possible customer service, under broad supervision by making a connection, making it easy and making a difference.
PR 1. Experience relevant to the capabilities of the role.
PR 2. Experience with Excel, Power Pivot, Power Query & Power BI is highly desirable.
PR 3. Experience within a customer service environment (contact centre and/or branch network) is highly desirable
Job Business Support
Primary Location Metropolitan-Metro South East-KEW
Employee Status Ongoing
Closing Date 30/7/2019, 11:59:00 PM