Strategic Workforce Planning & Optimisation Lead

McMillan Shakespeare; City of Melbourne; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Strong culture and recognition program

Novated leasing benefits and discounts

12 weeks paid parental leave

Learning and development opportunities

Sonder wellbeing platform with 24/7/

Income Protection Insurance

Exempt Employee Share Plan

Job summary

McMillan Shakespeare is seeking a seasoned Workforce Planning & Optimisation Manager to lead the workforce planning function across Maxxia and RemServ. You will align workforce supply, capability and capacity with customer demand and business objectives, driving data‑driven decision‑making and operational transformation.

You will establish governance, develop the team, and own forecasting, scheduling and reporting to ensure scalable, sustainable operations across contact centre and processing

Qualifications

• 10+ years workforce planning / optimisation leadership experience in multi-site, multi-channel environments.
• Proven experience uplifting WFM maturity, delivering forecast improvement, and automating reporting.
• Demonstrated experience leading workforce planning teams responsible for forecasting, modelling, BI reporting, capacity planning and WFM systems.
• Expertise in Genesys Cloud or equivalent workforce management platforms.

Responsibilities

• Lead workforce planning across Maxxia and RemServ Operations, aligning workforce strategies to business priorities, service commitments and customer demand.
• Establish workforce planning governance, standards and decision-making frameworks across Operations.
• Develop and coach the workforce planning team, building capability in forecasting, planning, optimisation and business improvement.
• Own workforce planning outcomes, including service levels, workforce efficiency, capacity performance and operational effectiveness.
• Ensure forecasting, scheduling and optimisation activities support operational requirements, customer expectations and sustainable growth.
• Review workforce trends, risks and opportunities, driving actions that improve productivity, utilisation, service performance and customer outcomes.
• Lead workforce planning maturity through improved processes, automation, standardisation and stronger workforce management systems.
• Own workforce reporting, insights and performance frameworks to support accurate, data-driven leadership decisions.
• Oversee workforce budgets, FTE glidepaths and workforce capacity planning to support sustainable growth.

Skills

Workforce planning leadership

Forecasting

BI reporting

WFM systems

Multi-site environments

Genesys Cloud

Tools

Genesys Cloud

Job description

McMillan Shakespeare is seeking a seasoned Workforce Planning & Optimisation Manager to lead the workforce planning function across Maxxia and RemServ. You will align workforce supply, capability and capacity with customer demand and business objectives, driving data‑driven decision‑making and operational transformation.

You will establish governance, develop the team, and own forecasting, scheduling and reporting to ensure scalable, sustainable operations across contact centre and processing