Workforce Manager

Legal Aid; Melbourne; Hybrid; AUD 114,000 - 131,000; Full time

Benefits offered by this job

Salary packaging

Hybrid work

Seasonal leave

Gender affirmation leave

Job summary

Legal Aid is seeking a Workforce Manager for our Melbourne CBD office to oversee staffing, rostering, and strategic workforce planning. You will analyse trends, drive improvements in capacity and efficiency, and collaborate with the leadership team to align resourcing with budgets and forecasts.

The role offers a flexible hybrid work arrangement, salary packaging, and opportunities for professional development within a supportive environment.

Qualifications

• Experience in high-volume contact centres or helplines workforce planning/rostering.
• Experience with WFM software including forecasting, scheduling and real-time adherence.
• Excellent analytical skills to solve complex problems using data sets.
• Experience developing and implementing end-to-end WFM initiatives in service delivery environments.

Responsibilities

• Manage resourcing and rostering to meet budgets and forecasts.
• Lead review and implementation of workforce management strategy; extract insights.
• Provide strategic advice to leadership to improve service and operational efficiency.

Skills

Workforce planning

Forecasting

Scheduling

End-to-end WFM

Tools

Genesys

Job description

# Workforce Manager* Melbourne - CBD* Administration / Secretarial* Fixed term - full time## About this role* **Full time maximum term position to April 2028 (part-time applications considered)*** **Salary range: $113,668 - $131,153 plus super*** **Up to $15,900 in salary packaging, flexible hybrid work arrangement****About the role**As the Workforce Manager you will be responsible for managing Legal Help's resourcing and rostering requirements to meet budgets and forecasts in an efficient manner.Additionally, you will be required to lead the ongoing review and implementation of Legal Help's workforce management strategy by examining workforce trends and extracting meaningful insights. You will also work closely with the leadership team, providing strategic advice and direction to improve service and operational efficiency.*This role is based at our Melbourne CBD office on Wurundjeri Country.***About you**As our ideal candidate, you will possess:* Demonstrated experience and leadership skills in high volume, complex contact centre or helpline workforce planning/rostering and contact centre methodologies.* Strong experience with Workforce Management software that includes forecasting, scheduling and real-time adherence functionality (experience with Genesys is highly desirable).* Excellent analytical skills with the ability to solve complex problems utilising data sets of information.* Demonstrated experience developing and implementing end to end workforce management and forecasting initiatives preferably in a service delivery environment.*Don't meet every requirement? At VLA, we understand that your work and life experiences can be just as valuable. If your CV doesn't align perfectly with our job description, we strongly encourage you to apply. You may be just the right candidate.***About VLA** We offer legal representation, family dispute resolution and non-legal advocacy to those who need it most. With over 1500+ staff employed in 16 offices across Victoria, we help people with their legal problems by providing information, advice and education with a focus on the prevention and early resolution of legal problems.Our clients come from all walks of life and so do we. We hire great people from a wide variety of backgrounds and foster a work culture that's inclusive as well as diverse. Your unique ideas and perspectives are valued so that we best represent the people we serve.**Employee benefits*** A focus on work-life balance, including flexible working arrangements* Hybrid work from home & office model* Generous leave benefits, including: + Three days paid seasonal leave (to be taken between Boxing Day and New Year's Day public holidays) + Paid gender affirmation leave + Five days both paid reproductive and fertility leave per calendar year* Annual 3% salary increase each December plus performance-related salary incentives* Attractive salary packaging options including General Expenses up to $15,900, Meals & Entertainment up to $2,650 PLUS Novated Leasing* Discounted annual Myki public transport passes* Individual learning and professional development opportunities, tailored to your role and career goals* Free annual flu vaccinations* Access to gym and end-of-trip facilities at our CBD office* Access to our Employee Assistance Program, including confidential counselling and access to a range of mental health and wellbeing resources.**How to apply**To be considered for this role, please submit your current **resume** and a **cover letter addressing the below key selection criteria:*** KSC 1 -Demonstrated leadership skills and experience in the context of high volume, complex contact centre or helpline workforce planning/rostering and contact centre methodologies* KSC 3 - Excellent analytical skills with the ability to solve complex problems utilising data sets of information.* KSC 4 - Demonstrated experience developing and implementing end to end workforce management and forecasting initiatives preferably in a service delivery environmentIf you require adjustments to the recruitment and selection process or need an alternative format to any of the application material, please don't hesitate to get in touch with our team.For further information, please review the attached position description or contact Arcris Galang, Manager Operations, Legal Help on [phone] or [e-mail].***No agency applications will be accepted.*****Applications close by 11.59pm on Wednesday 11th November 2026.****Other relevant information**It is a requirement that staff attend for office-based days at their primary work location. In line with this requirement, interstate applications will be considered only where the candidate is able and willing to relocate to Victoria, unless part of a border community.VLA is committed to putting the safety and wellbeing of children first.## Job details| | || --- | --- || Job Reference: | VG/VLA/LPCJLH/1953803 || Location: | Melbourne - CBD || Work Type: | Fixed term - full time || Job Function: | Administration / Secretarial || Classification: | WVR 4.2 - 42AO7C || Salary Range: | $113,668 - $131,153 || Job Duration: | to April 2028 || Date posted: | 28-Oct-2026 || Application Close Date: | 11-Nov-2026 || Attachments: | Workforce Manager #2504 - PD.docx (Word, 234KB) || Contact: | Arcris Galang 0411157313 |