Associate Director, Workforce Optimisation

Singtel Group; Australia; Hybrid; AUD 230,000 - 310,000; Full time

Benefits offered by this job

Employee discounts

Flexible work arrangements

Office campus amenities

Job summary

Optus, a leading Australian telecommunications company, seeks an Associate Director, Workforce Optimisation to drive the AI-enabled transformation of our contact centre workforce. You will lead workforce strategy, resource planning and optimisation to balance customer experience with operational performance.

Partner with Operations, Technology, Finance, HR and Go-To-Market to influence senior stakeholders, guide change, and build a future-ready workforce.

Qualifications

• Significant experience in workforce strategy, planning or contact centre optimisation.
• Strong commercial and analytical capabilities with ability to translate insights into outcomes.
• Experience leading large-scale transformation involving technology, operating model redesign and/or automation.
• Proven ability to influence senior stakeholders across large matrix organisations.
• Experience with Verint, NICE, Genesys, Aspect or similar.

Responsibilities

• Lead the long-range workforce strategy and transformation roadmap.
• Design future workforce models leveraging AI, automation and evolving customer needs.
• Oversee strategic resource planning to align capability with demand.
• Drive a balanced approach to productivity, cost efficiency, employee experience and outcomes.
• Provide insights and recommendations to senior leaders on risks and opportunities.
• Build partnerships across Operations, Technology, Finance, HR and commercial teams.
• Lead and develop a high-performing workforce planning team.
• Champion data-driven decision making and continuous improvement.

Skills

Workforce strategy

Workforce planning

Capacity planning

Stakeholder management

Data-driven decision making

Automation/AI in workforce

Tools

Verint

NICE

Genesys

Aspect

Job description

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Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

We're looking for an experienced workforce strategy leader to drive the transformation of an AI-enabled contact centre workforce. As Associate Director, Workforce Optimisation, you'll lead workforce strategy, resource planning and optimisation initiatives that balance customer experience, operational performance and commercial outcomes.

Partnering across Operations, Technology, Finance, HR and Go-To-Market teams, you'll influence senior stakeholders, drive AI-enabled transformation, and help build a future-ready workforce. This is an exciting opportunity for a strategic leader who enjoys solving complex challenges and delivering meaningful business impact.

What You’ll Do

• Leading the long-range workforce strategy and transformation roadmap.
• Designing future workforce models that leverage AI, automation and evolving customer needs.
• Overseeing strategic resource planning to align workforce capability with demand forecasts.
• Driving a balanced approach to productivity, cost efficiency, employee experience and customer outcomes.
• Providing insights and recommendations to senior leaders on workforce risks, opportunities and performance.
• Building strong partnerships across Operations, Technology, Finance, HR and commercial teams.
• Leading, coaching and developing a high-performing workforce planning team.
• Championing data-driven decision making and continuous improvement.

What makes you perfect for the role?

You'll bring a combination of strategic thinking, commercial acumen and transformation leadership, along with the ability to influence across complex stakeholder environments.

We're interested in people who have:

• Significant experience in workforce strategy, workforce planning, capacity planning or contact centre optimisation.
• Strong commercial and analytical capabilities, with the ability to translate workforce insights into business outcomes.
• Experience leading large-scale transformation initiatives involving technology, operating model redesign and/or automation.
• Demonstrated success influencing senior stakeholders and driving outcomes across large, complex matrix organisations.
• Experience with workforce management platforms such as Verint, NICE, Genesys, Aspect or similar.
• A track record of leading high-performing teams and developing future capability.
• A passion for innovation, the future of work and human-centred workforce design.

What’s in it for you?

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre.
• Competitive leave policies, including additional 'Connected' days to focus on culture, family, health, community, or whatever's important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U's industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.
• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon.

At Optus, we are strengthened by others and that means valuing diversity and saying 'yes' to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please [e-mail] call 1800 309 170.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity