Workforce Planning & Performance Lead

Own the plan. Drive performance. Influence outcomes. This is not a reporting role. This is where data meets decisions. We’re looking for a high-calibre workforce professional to take ownership of forecasting, planning, and optimisation across a fast-paced contact centre environment. You’ll turn data into action — ensuring the right resources, at the right time, at the right cost.

If you can see patterns others miss, challenge the status quo, and drive smarter ways of working , this is your next move.

What you’ll own

• Forecasting, capacity planning, and scheduling across multiple channels
• Workforce strategy to balance demand, cost, and customer experience
• Identification and delivery of optimisation and efficiency initiatives
• Continuous improvement across processes, systems, and workflows
• Delivery of clear, insight-led reporting that drives decision-making
• Integrity and performance of workforce systems and planning tools

You’ll play a critical role in shaping how the operation performs — not just reporting on it.

What you bring

• Proven experience in workforce planning, forecasting, or optimisation (2+ years)
• Strong analytical capability with the ability to translate data into action
• Advanced Excel and reporting skills; experience with WFM platforms
• Deep understanding of contact centre metrics and performance drivers
• Commercial mindset with a focus on productivity, efficiency, and CX
• Confidence influencing stakeholders and challenging decisions with data
• A continuous improvement lens — always looking for a better way

Why this role stands out

This is a high-impact, forward-looking role with real influence over operational success. You won’t just analyse performance you’ll shape it.

The bottom line

If you’re ready to step into a role where your insight drives better decisions and measurable outcomes we want to hear from you.

Apply now.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Christine Iannarella on +61 7 3032 2235 for a confidential discussion.