Job Description
Location: Melbourne, VIC; Brisbane, QLD
Salary Range: $95,440 - $99,461 + Attractive Superannuation
This vacancy has been identified to participate in VetPaths
Call handling teams undertake an important role in DVA. These front line teams are responsible for responding to contacts arriving via the telephony channel, ensuring veterans and their families, providers and other callers receive timely and correct information. The teams operate under reportable performance indicators; meeting these targets means that anyone contacting DVA by telephone has an ideal experience, with minimum wait time.
The Workforce Management Team supports call handling teams by forecasting staffing needs based on anticipated call volume and performance targets, taking into account other work and off phone activities. The team then creates work schedules for call team staff and liaises regularly with front line business management to ensure the schedules are adhered to and they are maintained optimally.
DUTIES
As a Workforce Management Scheduler you will be required to:
Contribute to the Workforce Management (WFM) functions of scheduling, planning, time-off management, real-time change, reporting, and system administration.
Liaise with business areas to understand and respond to their scheduling requirements.
Maintain a record of scheduling requirements across numerous DVA business areas and a registry of attendance constraints for individual agents.
Maintain scheduling templates within the workforce management software.
Build staff schedules using workforce management software and adjust schedules to achieve optimised coverage, maintaining compliance with the relevant Enterprise Agreement, procedures, staffing policies and contracts.
Report on the performance of staff schedules including the alignment between business requirements, staff availability and staff preferences.
Other duties as directed
ELIGIBILITY
Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
Any successful candidate external to DVA offered employment will be required to undergo a pre-engagement screening check, even if they have a security clearance. The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.
Any successful candidate will also be required to obtain and/or maintain, a baseline Vetting (AGSVA) security clearance as a minimum.
NOTES
This recruitment process may be used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the .
A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.
Successful applicants engaged into the APS will be subject to a probation period.
We welcome people with diverse skills, experiences and perspectives. DVA is committed to building a workforce that reflects the community we serve and encourages applications from:
Veterans and former Australian Defence Force members, whose skills and experience are highly valued across the APS
Aboriginal and Torres Strait Islander peoples
People with disability
People who identify as LGBTQIA+
People from culturally and linguistically diverse backgrounds
We are a Veteran Employer of Choice! This means you benefit from a workplace actively supporting veterans and families of veterans – one that understands and values military experience. You’re joining an organisation publicly recognised for its commitment to fostering veteran-friendly employment pathways and long-term career success.
The Australian Public Service (APS) values the unique skills, perspectives, and experiences that veterans gain during their Australian Defence Force (ADF) employment and encourage veterans to apply. Support may be available to veterans transitioning to meaningful APS careers through participation in VetPaths, which offers veterans an opportunity to participate in a six-month program offering formal learning and development, career mentoring and activities for wellness and peer support.
RecruitAbility applies to this vacancy. Under the RecruitAbility scheme, you will be invited to participate in further assessment activities for the vacancy if you choose to opt-in to the scheme, declare you have a disability and meet the minimum requirements for the vacancy. All requests for reasonable adjustments will be considered and managed in consultation with you.
.
Salary Range: $95,440 - $99,461 + Attractive Superannuation
This vacancy has been identified to participate in VetPaths
Call handling teams undertake an important role in DVA. These front line teams are responsible for responding to contacts arriving via the telephony channel, ensuring veterans and their families, providers and other callers receive timely and correct information. The teams operate under reportable performance indicators; meeting these targets means that anyone contacting DVA by telephone has an ideal experience, with minimum wait time.
The Workforce Management Team supports call handling teams by forecasting staffing needs based on anticipated call volume and performance targets, taking into account other work and off phone activities. The team then creates work schedules for call team staff and liaises regularly with front line business management to ensure the schedules are adhered to and they are maintained optimally.
DUTIES
As a Workforce Management Scheduler you will be required to:
Contribute to the Workforce Management (WFM) functions of scheduling, planning, time-off management, real-time change, reporting, and system administration.
Liaise with business areas to understand and respond to their scheduling requirements.
Maintain a record of scheduling requirements across numerous DVA business areas and a registry of attendance constraints for individual agents.
Maintain scheduling templates within the workforce management software.
Build staff schedules using workforce management software and adjust schedules to achieve optimised coverage, maintaining compliance with the relevant Enterprise Agreement, procedures, staffing policies and contracts.
Report on the performance of staff schedules including the alignment between business requirements, staff availability and staff preferences.
Other duties as directed
ELIGIBILITY
Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
Any successful candidate external to DVA offered employment will be required to undergo a pre-engagement screening check, even if they have a security clearance. The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.
Any successful candidate will also be required to obtain and/or maintain, a baseline Vetting (AGSVA) security clearance as a minimum.
NOTES
This recruitment process may be used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the .
A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.
Successful applicants engaged into the APS will be subject to a probation period.
We welcome people with diverse skills, experiences and perspectives. DVA is committed to building a workforce that reflects the community we serve and encourages applications from:
Veterans and former Australian Defence Force members, whose skills and experience are highly valued across the APS
Aboriginal and Torres Strait Islander peoples
People with disability
People who identify as LGBTQIA+
People from culturally and linguistically diverse backgrounds
We are a Veteran Employer of Choice! This means you benefit from a workplace actively supporting veterans and families of veterans – one that understands and values military experience. You’re joining an organisation publicly recognised for its commitment to fostering veteran-friendly employment pathways and long-term career success.
The Australian Public Service (APS) values the unique skills, perspectives, and experiences that veterans gain during their Australian Defence Force (ADF) employment and encourage veterans to apply. Support may be available to veterans transitioning to meaningful APS careers through participation in VetPaths, which offers veterans an opportunity to participate in a six-month program offering formal learning and development, career mentoring and activities for wellness and peer support.
RecruitAbility applies to this vacancy. Under the RecruitAbility scheme, you will be invited to participate in further assessment activities for the vacancy if you choose to opt-in to the scheme, declare you have a disability and meet the minimum requirements for the vacancy. All requests for reasonable adjustments will be considered and managed in consultation with you.
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💡 Quick Summary
Seeking a career-building opportunity? The APS 5 Workforce Management Scheduler position is now open for candidates interested in the Government Job Alert sector. This role in Melbourne offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Government Job Alert is a plus.