Workforce Optimisation Lead
As the Workforce Optimisation Lead, you will be responsible for forecasting, scheduling, reporting, and driving workforce optimisation initiatives that support both strategic and operational objectives. You will use workforce management principles, data insights, and continuous improvement practices to ensure the right resources are available at the right time while identifying opportunities to improve productivity, service delivery, and operational effectiveness.
What You'll Do
* Develop forecasts, schedules, and workforce plans to support operational performance across multiple contact channels
* Analyse workforce data and operational trends to improve productivity, customer outcomes, and resource planning
* Monitor key workforce metrics including adherence, occupancy, shrinkage, forecast accuracy, and customer experience performance
* Deliver workforce insights, dashboards, and reporting to support business decision‐making
* Identify and implement process improvements, automation opportunities, and workforce optimisation initiatives
* Support and enhance workforce management systems, reporting tools, and best practice processes
* Collaborate with stakeholders to drive operational efficiency and continuous improvement across the contact centre function
What You'll Bring
* Strong analytical, numerical, and problem‐solving skills
* High attention to detail and excellent organisational capability
* Advanced reporting and computer skills, particularly in Excel and databases
* Strong written and verbal communication skills
* Ability to present meaningful insights and recommendations to stakeholders
* A customer‐focused mindset with commercial awareness
* A proactive approach to operational excellence and continuous improvement
Skills & Experience
* 3+ years' experience in workforce planning
* Experience within contact centre environments
* Understanding of workforce management principles including forecasting, scheduling, and capacity planning
* Experience with workforce management platforms such as Genesys or Calabrio
* Advanced Excel and reporting capability
* Experience using Power BI, Tableau, or similar reporting tools
* Familiarity with contact centre technologies and telephony platforms
* Contact centre analytics experience highly regarded
* Workforce Planning, Six Sigma, or Continuous Improvement certifications advantageous
What You'll Get
* Balance work and life with our 'flex for excellent outcomes' approach – hybrid working, plus a range of generous leave options
* Reward and recognition programmes at all levels; your hard work won't go unnoticed
* Dedicated learning and development platform to support your bright future
* Opportunities to grow from within – 50% of all roles in **** were filled by our own people
* A true sense of belonging and inclusion – we support diversity initiatives such as Gender Affiliation Support and employee inclusion networks
* Positive community impact opportunities, including volunteer programmes and matching donations for charitable causes
We are committed to providing a safe, respectful and supportive work environment. We encourage you to let us know if we can make any accommodations to make the process more user‐friendly.
We acknowledge and pay respect to the traditional custodians of the lands on which our offices, retail outlets and venues operate. We acknowledge the inextricable link First Peoples of Australia have with the land past and present.
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