Associate Director, Workforce Optimisation & AI Transformation

Optus Enterprise; New South Wales; Hybrid; AUD 180,000 - 280,000; Full time

Benefits offered by this job

Flexible working

Hybrid office

Employee discounts

Parental leave

Job summary

Optus Enterprise in Australia is seeking an experienced Associate Director, Workforce Optimisation to drive AI-enabled transformation of the contact centre workforce. You will lead workforce strategy, resource planning and optimisation initiatives balancing customer experience, operational performance and commercial outcomes.

Partner across Operations, Technology, Finance, HR and Go-To-Market, influence senior stakeholders, and help build a future-ready workforce.

Qualifications

• Significant experience in workforce strategy, workforce planning, or contact centre optimisation.
• Strong commercial and analytical capabilities; translate insights into business outcomes.
• Experience leading large-scale transformation involving technology and operating model redesign.
• Proven ability to influence senior stakeholders in large matrix organisations.
• Experience with workforce management platforms such as 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 workforce capability with demand forecasts.
• Provide insights and recommendations to senior leaders on workforce risks, opportunities and performance.
• Coach and develop a high-performing workforce planning team.
• Champion data-driven decision making and continuous improvement.

Job description

Optus Enterprise in Australia is seeking an experienced Associate Director, Workforce Optimisation to drive AI-enabled transformation of the contact centre workforce. You will lead workforce strategy, resource planning and optimisation initiatives balancing customer experience, operational performance and commercial outcomes.

Partner across Operations, Technology, Finance, HR and Go-To-Market, influence senior stakeholders, and help build a future-ready workforce.