APS6 Workforce Planning Manager

About this role

The Contact Centre Branch of the Workforce Australia for Individuals Division is seeking people who are skilled in providing operational, specialist and leadership support at the APS6 level.

Reporting to the Workforce Management Assistant Director, the Workforce Planning Manager provides a range of strategic leadership and subject matter expertise in Workforce and Workload Management to assist with the smooth running of the branch. The Workforce Planning Manager oversees a team of Workforce Schedulers who create and maintain schedules for all frontline Contact Centres Branch employees. This role supports staff operating in fast-paced and at times psychosocially demanding environments, and contributes to building capability, confidence and resilience across frontline teams.

Responsibilities of the APS6 Workforce Planning Manager may include:

• Lead workforce planning, forecasting, scheduling and optimisation activities to ensure workforce capability and capacity align with operational requirements and service delivery objectives. • Provide strategic workforce management advice and evidence-based recommendations to support operational decision-making, business performance and continuous improvement outcomes. • Lead and develop a high-performing team by setting clear priorities, managing workflows, building capability and fostering a positive and inclusive team culture. • Build and maintain productive relationships with internal and external stakeholders, influencing outcomes and collaborating to deliver workforce solutions that meet business needs. • Monitor, analyse and interpret workforce performance data, identifying trends, risks and opportunities to inform planning activities and improve operational effectiveness. • Manage complex workforce management issues and competing priorities, exercising sound judgement to deliver practical, customer-focused solutions in a dynamic environment. • Drive continuous improvement initiatives, including the development and refinement of workforce management processes, tools, reporting and business practices. • Provide subject matter expertise in workforce management principles and practices, supporting frontline leaders to effectively manage workforce performance, productivity and service delivery outcomes.