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Location: Newcastle Office

Number of Positions Available: 1

NTI Reference Number: WPRA

Work Type: Full time

What you’ll love about the opportunity:

NTI’s Service Centre was brought in-house in 2020, and has since grown to a team of 25, and continuing to grow in our service offering to our customers. This team has all the excitement of a start-up, with the stability and backing of 50-year-strong business. In this newly created role, you will have autonomy to build NTI’s workforce planning capability from the ground up.

You will play a key role in supporting our Service Centre team to deliver exceptional service to our customers. Day-to-day, you will:

  • Manage forecasting for BIC for resourcing and update daily patterns and adjust forecasting for seasonality (daylight savings, holiday periods, and peaks in demand etc.)
  • Ensure the team are adequately resourced to achieve targets and service levels through planning, rostering and real time management of resources
  • Identify and manage issues and gaps in resourcing, incorporating business as usual (BAU) and strategic initiatives in planning and resourcing and for supporting ongoing operational efficiencies and improvements.
  • Inform and monitor attendance to ensure required service levels are maintained consistently, including emergency staffing and leave coverage
  • Day to day real time management 
  • Create reports for key service metrics and analysis of trends to better inform resource planning and service quality
  • Analyse quality audit data and provide feedback and recommendations for improvement to leadership and training team


What we’ll love about you:

You will be very familiar with a contact centre environment, having managed forecasting and rostering previously, ideally with some exposure to reporting and analytics. You will have a people focused approach with strong communication, engagement and influencing skills. With developed analytical skills and excellent problem solving ability, you’ll be able to respond and adapt to changes and function well in a fast-paced environment. You will be highly systems savvy including proficiency in Excel and a variety of workforce planning software. 


What to expect when you’re a part of the NTI family:

Boasting over 50 years’ experience, and backed by two of Australia’s largest insurers (CGU and Vero), you’ll enjoy stability, a great brand reputation and a team of experts to learn from. We are committed to being a Best Employer of the Best People and as such, we offer:

  • A real and tangible commitment to your development and ongoing study
  • Competitive annual incentive program 
  • Generous discounts on a large range of personal insurance products
  • Access to discounts on over 350 retailers across Australia
  • Paid parental leave and the ability to apply for flexible working arrangements + more!

At NTI, we’re committed to providing an environment where our team members feel comfortable to be themselves and valued for their unique perspectives and contributions. 


Ready to apply? We can’t wait to read your application!

Our application process is tailored to each role based on the unique requirements. You may be required to complete phone, face to face or video interviews, psychometric testing, and a criminal history check as part of the application process.

Apply for this position, send us your résumé:

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