HiQ Workforce Planning & Scheduling Coordinator

QUT (Queensland University of Technology); City of Brisbane; Hybrid; AUD 104,000 - 114,000; Full time

Benefits offered by this job

Hybrid work arrangement

Competitive remuneration with superann

Parental leave up to 26 weeks

Job summary

QUT is seeking a HiQ Workforce Planning & Scheduling Coordinator to join Student Engagement, Administrative Division. The role ensures the right resources are available at the right time to meet student demand through forecasting, scheduling, performance analysis and workforce optimisation across our multi-channel service environment.

You will work closely with operational leaders, delivering insights to support data-informed decision making and continuous improvement across the Contact Centre,

Qualifications

• Education, training and / or experience equivalent to a degree in a related field with subsequent relevant experience.
• Demonstrated experience in workforce planning, forecasting and scheduling within a high-volume, multi-channel service environment.
• Strong analytical capability with ability to translate insights into practical recommendations.

Responsibilities

• Forecast, schedule and perform workforce analysis to align supply with demand and targets.
• Provide insights and recommendations to support data-informed decision making and continuous improvement.
• Collaborate with operational leaders and stakeholders to drive service excellence and efficient operations across teams.

Skills

Workforce planning

Forecasting

Scheduling

Analytical capability

Interpersonal engagement

Stakeholder engagement

Equity, diversity & inclusion

Education

Degree in related field

Tools

Workforce management software

Microsoft Excel

Job description

• Remuneration: $122,852 to $134,385 pa (HEW7) (inclusive of $103,811 to $113,557 salary pa, 17% superannuation and 17.5% recreation leave loading)
• Open to: Applicants who have ongoing full-time work rights in Australia. In support of our strategic priority of Indigenous Australian success, Aboriginal Australians and Torres Strait Islander people are encouraged to apply.

• $103,811 to $113,557
• Ongoing, full-time
• Gardens Point (hybrid option available)
• Reference number: 26476
• Term: Ongoing, full-time basis
• Remuneration: $122,852 to $134,385 pa (HEW7) (inclusive of $103,811 to $113,557 salary pa, 17% superannuation and 17.5% recreation leave loading)
• Location: Gardens Point (hybrid option available)
• Open to: Applicants who have ongoing full-time work rights in Australia. In support of our strategic priority of Indigenous Australian success, Aboriginal Australians and Torres Strait Islander people are encouraged to apply.

Who are we looking for?

We are seeking a HiQ Workforce Planning & Scheduling Coordinator to join Student Engagement, Administrative Division.

This newly established role provides an exciting opportunity to shape and enhance workforce planning capability across HiQ's multi-channel service environment. As the Workforce Planning Coordinator, you will play a critical role in ensuring the right resources are available at the right time to meet student demand. Through forecasting, scheduling, performance analysis and workforce optimisation, you will help drive service excellence while supporting sustainable and efficient operations across our Contact Centre, Service Points and Future Students teams. Working closely with operational leaders and stakeholders, you will provide insights and recommendations that support data-informed decision making and continuous improvement initiatives. This position reports to the Manager, HiQ (Contact Centre) for career planning, development, and performance expectations.

We’re offering this role as a hybrid position as part of QUT’s commitment to embracing the opportunities created by a more virtual and connected world.

About Us

QUT is a major Australian university with a global outlook and a 'real world' focus. We are an ambitious and collaborative institution that seeks to equip our students and graduates with the skills they will need in an increasingly disrupted and challenged world.

Digital Business Solutions (DBS) provides support for staff and students across a range of information and technology services. DBS uses technology to create value for our students and customers through the portfolios of Learning and Teaching, Research and Innovation, and Professional Services. DBS embraces digital transformation as being fundamental to the delivery on the QUT Digital Strategy to enabling QUT’s aspirations outlined in the QUT Connections Strategy. DBS also includes Student Engagement, which enhances the student experience through major events such as Orientation Week and College of Excellence, and through HiQ services.

HiQ provides support via the Contact Centre, Service Points, and Future Students engagement. Within Student Engagement, the Orientation and Transition (O&T) team delivers university?wide programs that support students from offer to early semester. The team coordinates Welcome Week, pre?arrival and early?engagement activities, essential orientation sessions, and online and personalised orientation tools. They manage large?scale operational delivery, including scheduling, stallholder coordination, and student?staff rostering, and design initiatives that build academic readiness, social connection, and a strong sense of belonging. Their work ensures commencing students experience a cohesive, well?supported transition into QUT.

What You Need To Succeed

• Education, training and / or experience equivalent to a degree in a related field with subsequent relevant experience.
• Demonstrated experience in workforce planning, forecasting and scheduling within a high?volume, multi?channel service environment, with the proven ability to align workforce supply to service demand and performance targets.
• Demonstrated strong analytical capability, including interpreting complex data sets and translating insights into practical recommendations that improve service, performance and operational decision?
• Proven experience using workforce management software, reporting systems, and advanced analytical tools (e.g., Microsoft Excel).
• Proven interpersonal, communication and stakeholder engagement skills, with the demonstrated ability to explain complex workforce issues clearly to influence outcomes with operational leaders and peers.
• Demonstrated ability to identify operational risks and opportunities, ensure compliance to policy and procedures, and contribute to continuous improvement initiatives.
• Demonstrated commitment to equity, diversity and inclusion.

Life at QUT

We're Committed To Building a Culture That Fosters Connection Between People And Purpose. Beyond Personal And Professional Fulfillment, a Career At QUT Offers

• A healthy work-life balance with a blend of on-campus and off-campus work arrangements for applicable positions.
• Competitive remuneration with up to 17% superannuation and leave loading of 17.5%.
• Generous parental leave including primary carer parental leave of up to 26 weeks (including 17% super).
• Stay healthy with Fitness Passport and enjoy discounted rates on private health insurance.
• Purchased Leave Scheme - up to 8 extra weeks.
• Salary Packaging Scheme for additional superannuation contributions, vehicle leasing, and on-campus services such as childcare, parking, and gyms.
• Numerous opportunities for professional development including leadership programs and workshops, and our study assistance scheme.
• Commitment to our Indigenous Australian staff through initiatives such as the Indigenous Australian Staff Network, Cultural and Ceremonial Leave, Staff Development Workshops, and representation on university committees.

Explore more benefits of life at QUT .

Belong at QUT

We are guided by our values of Ambition, Integrity, Inclusiveness, Innovation, and Academic Freedom and our QUT Connections in our mission to inspire and shape the next generation of change-makers.

As part of our commitment to fostering an inclusive workplace, we proudly support our Indigenous Australians Employment Strategy , aiming for an Indigenous Australian workforce participation of 3.6%. We extend a warm invitation to Aboriginal Australians and Torres Strait Islander people to join us in pursuing a rewarding career at QUT.

We believe that diversity is our strength and are dedicated to creating safe, inclusive spaces where everyone can thrive. We strongly encourage individuals from diverse cultures, ages, linguistic backgrounds, sexual orientations, and gender identities, and those who are living with disabilities to apply for positions at QUT.

At QUT, diversity is not just embraced - it's celebrated. See our commitment

Job opens: 02-Sep-2026

Applications Close: 16-Sep-2026 at 11.30pm