Director, AI-Enabled Workforce Strategy

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

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.