Senior Workforce Analyst

RACV; City of Melbourne; On-site; AUD 100,000 - 140,000; Full time

Benefits offered by this job

Flexible work environment

Generous discounts on home and car insurance

Club Membership benefits

Discounts from corporate partners

Job summary

A leading insurance and roadside assistance provider in Australia is seeking a Senior Workforce Analyst to enhance workforce planning practices. This role emphasizes adopting digital, AI-driven and automation-enabled approaches, and involves leading a team to optimize workforce deployment. Candidates should have 2+ years of leadership experience and technical capability in workforce planning systems. The position offers flexible work culture and significant discounts on RACV products.

Qualifications

• 2+ years of people leadership experience is essential.
• Experience supporting technology adoption in workforce planning or contact centre environments is desirable.
• Strong understanding of workforce planning methodologies required.
• Hands-on experience with AI, automation, and bot platforms (Desirable).
• Experience with agentic AI, automation platforms, and bot integration in workforce environments.
• Proficiency in data analysis and reporting tools (e.g., Excel, Power BI); scripting or automation tools desirable.
• Strong understanding of workforce planning methodologies, systems, and telephony technologies.
• Excellent communication skills, able to engage with stakeholders at all levels.

Responsibilities

• Identify and implement automation opportunities across operational workflows.
• Lead the adoption of AI-driven tools and digital solutions.
• Monitor and quantify the impact of automation projects.
• Drive onboarding and integration of agentic AI, bots, and digital assistants into workforce planning models and assisted channels.
• Simulate AI agent utilisation versus human demand to optimise capacity planning and resource allocation.
• Provide data-driven guidance to HOD and stakeholders on operational and workforce impacts of automation and agentic AI.
• Align workforce plans with budget targets and strategic objectives, ensuring transparency in resource decisions.

Skills

Leadership experience

Technical capability across workforce planning functions

Data analysis and reporting

Communication skills

Excel

Power BI

Stakeholder engagement

Telephony technologies

Tools

Aspect software system

Excel

Power BI

Job description

Competitive salary | Discounts on selected RACV products

About the Opportunity

Reporting directly to the Head of Workforce Optimisation, the Senior Workforce Analyst is responsible for enhancing workforce planning practices, with a particular emphasis on adopting digital, AI‑driven, and automation‑enabled approaches.

This role is pivotal in championing the integration of agentic AI and bots within assisted channels, ensuring these technologies work efficiently alongside human teams. The Senior Workforce Analyst provides direct line leadership to Workforce Coordinators, driving operational efficiency and promoting innovative solutions that optimise workforce deployment.

Come along for a new journey

The Senior Workforce Analyst plays a key role in supporting the onboarding of new assisted channels and fostering a culture of innovation, positioning RACV to remain at the forefront of workforce optimisation and ensuring the organisation is prepared for future advancements in this space.

Responsibilities

• Identify, evaluate, and implement automation opportunities across workforce planning and operational workflows, prioritising scalable solutions that deliver measurable efficiency gains with a focus on Queue Management activities.
• Lead the adoption and embedding of AI‑driven tools and digital solutions that streamline manual processes, reduce operational effort, and enhance agility.
• Monitor, report, and quantify the impact of automation projects, supporting business cases for further investment and continuous improvement.
• Drive the onboarding and integration of agentic AI, bots, and digital assistants into workforce planning models and assisted channels, ensuring seamless collaboration between human and digital agents.
• Simulate and analyse AI agent utilisation versus human demand, leveraging intent prediction and deflection rates to optimise capacity planning and resource allocation.
• Deliver clear, data‑driven guidance to HOD and relevant stakeholders on the operational and workforce impacts of automation and agentic AI on workflow management.
• Working with the Head of Workforce Optimisation align workforce plans with budgetary targets and strategic objectives, ensuring transparency and accountability in resource decisions.

Qualifications

• 2+ Years people leadership experience (Essential).
• Technical capability across workforce planning functions with Aspect software system experience (Essential).
• Experience supporting technology adoption and change management in workforce planning or contact centre environments (Desirable).
• Hands‑on experience with AI, automation, and bot platforms (Desirable).
• Experience with agentic AI, automation platforms, and bot integration in workforce environments.
• Proficiency in data analysis and reporting tools (e.g., Excel, Power BI); experience with basic scripting or automation tools is desirable.
• Strong understanding of workforce planning methodologies, systems, and telephony technologies.
• Excellent communication skills, able to engage with stakeholders at all levels.

Benefits

• Our flexible and informal work environment which helps bring balance between work and home
• Generous discounts on home and car insurance policies and RACV roadside care
• Club Membership and great discounts across all RACV resorts
• Discounts from corporate partners that are updated monthly

At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and/or the role, please let our Talent Acquisition Team know.

Ready to reach your full potential? Join our team, where the work is more meaningful and making a difference beyond the work matters.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Analyst and Strategy/Planning

Application Process

You can learn more about the RACV at careers.racv.com.au.

Applicants will be required to provide evidence of their eligibility to work in Australia, and consent to a criminal record check.

Additionally, Applicants must confirm their ability to perform the inherent requirements of the position as outlined in the Job Task Analysis -Corporate and whether any reasonable adjustments may be required.

Submit your CV via the link below.