VicRoads purpose is to help provide Victorians with safe and easy connections to the people and places that matter most to them. They support Victoria’s liveability, economy and environment by planning, developing and managing the freeway and road network engaging with communities across Victoria. Their role also includes processing more than 22 million transactions a year for more than 3.7 million licensed drivers and 4.9 million registered vehicles.
We were responsible for leading a contact centre staffing and workforce management optimisation project including a review of the existing skilled workforce (300 FTE). This involved a high degree of complexity with the primary focus being to better manage the allocation of resources based on job requirements, training methodology, skillset routing and staff skill bands within the constraints of the existing technology environment.