Help us deliver a better tomorrowAustralia Post is delivering for all Australians. From the vehicles that we drive, to the small businesses that make our communities thrive. We’re delivering for the environment, for our communities, for our customers and for our people. We’re moving forward and we want you to come along for the ride.
About the opportunity
A pivotal leadership role, the Senior Manager Workforce Management will ensure Australia Post effectively anticipates, plans, and optimises workforce requirements across the contact centre network. This role will lead strategic workforce initiatives, forecast workforce demand, and embed data-driven planning processes that align with evolving customer needs and enterprise priorities.
What you’ll deliver with us
With a strong analytical mindset and leadership presence, you will guide the workforce management function to deliver scalable, cost-effective, and service-aligned staffing solutions. Partnering closely with Service Delivery, HR, Finance, and Executive stakeholders, you will drive workforce strategies that improve performance, reduce cost, and enable long-term operational sustainability.
You’ll also
- Develop and lead enterprise-aligned workforce management strategies to ensure resourcing models meet business objectives and customer demand across all channels.
- Translate strategic business plans into actionable, long-term workforce plans and capacity models.
- Embed workforce optimisation practices to improve resource utilisation, increase flexibility, and reduce operating costs.
- Provide headcount and workforce cost forecasting to inform budgeting and resource allocation processes.
- Partner with Finance to track and monitor workforce costs, identifying areas for efficiency and return on investment.
About you
You’re a seasoned WFM leader with a strong track record across large-scale contact centres, known for driving performance and operational excellence. With a transformational mindset, you focus on productivity, agility, and building a high-performance culture.
You champion best practices, foster accountability, and keep your team engaged through change. Your stakeholder management skills are exceptional—you build strong relationships, even with tough stakeholders, while holding them to account and delivering results.
You’ll also need
- Extensive experience in workforce management leadership within a complex, multi-site or multi-channel contact centre environment.
- Demonstrated success in developing and implementing workforce strategy, forecasting models, and optimisation initiatives.
- Strong understanding of the operational and customer service levers that drive contact centre performance.
- Deep understanding of contact centre trends, labour market dynamics, and customer service transformation.
- Familiarity with regulatory requirements and industrial agreements impacting workforce planning, rostering, and resourcing decisions
How we’ll deliver for you
- Join one of the most culturally and linguistically diverse workforces in Australia, where we’re all ages, genders and come from all walks of life.
- We deliver on our values of Trust, Inclusivity, Empowerment and Safety every day. They’re the TIES that bind our team together.
- Immerse yourself in the AP Way – where every single team member partakes in a learning module to help understand the vital role we play in delivering on our strategy and purpose.
We’re delivering together
At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees.
We believe our business should reflect the diverse communities we operate in and are proud to be an inclusive workplace for people from all walks of life. We encourage applications from people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability, LGBTQIA+ and Refugees.
We are one of the largest organisations in Australia to successfully achieve Disability Confident Recruiter status. We are committed to providing an inclusive and barrier-free recruitment process and workplace for those living with a disability and are committed to reviewing and removing bias in our processes to create a gender-equitable recruitment experience and workplace. If you have any questions about accessibility, please contact our Diversity & Inclusion team on ***************@auspost.com.au.