Workforce Manager

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

Benefits offered by this job

Flexible hybrid work

Seasonal leave (3 days)

Gender affirmation leave

Fertility and reproductive leave

Salary packaging up to $15900

Annual 3% salary increase

Myki transport discounts

Learning & development opportunities

Flu vaccinations

Gym & end-of-trip facilities

Job summary

Victoria Legal Aid is seeking a Workforce Manager to oversee resourcing and rostering for Legal Help, ensuring budgets and forecasts are met. You will lead workforce strategy, analyze patterns, and collaborate with the leadership team to drive efficiency across our Melbourne operations.

The role is based in Melbourne CBD with a flexible hybrid work arrangement, offering substantial salary packaging and comprehensive employee benefits. Proven experience in high-volume contact centres is essential.

Qualifications

• Demonstrated leadership in high volume, complex contact centre workforce planning/rostering and contact centre methodologies.
• Experience with forecasting, scheduling and real-time adherence functionality in workforce management.
• Strong analytical skills to solve complex problems using large data sets.
• Experience developing and implementing end-to-end workforce management and forecasting initiatives in a service delivery environment.

Responsibilities

• Lead the ongoing review and implementation of the workforce management strategy for Legal Help.
• Manage resourcing and rostering to meet budgets and forecasts in an efficient manner.
• Collaborate with the leadership team to provide strategic advice to improve service and operational efficiency.
• Analyse workforce trends and extract insights to inform decision making.

Skills

Workforce planning

Forecasting & scheduling

Data analytics

Leadership

Tools

Genesys

Job description

Full time maximum term position to April 2028 (part-time applications considered)Salary range: $113,668 - $131,153 plus superUp to $15,900 in salary packaging, flexible hybrid work arrangementAbout the roleAs 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 youAs 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 VLAWe 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 benefitsA focus on work-life balance, including flexible working arrangementsHybrid work from home & office modelGenerous leave benefits, including:Three days paid seasonal leave (to be taken between Boxing Day and New Year's Day public holidays)Paid gender affirmation leaveFive days both paid reproductive and fertility leave per calendar yearAnnual 3% salary increase each December plus performance-related salary incentivesAttractive salary packaging options including General Expenses up to $15,900, Meals & Entertainment up to $2,650 PLUS Novated LeasingDiscounted annual Myki public transport passesIndividual learning and professional development opportunities, tailored to your role and career goalsFree annual flu vaccinationsAccess to gym and end-of-trip facilities at our CBD officeAccess to our Employee Assistance Program, including confidential counselling and access to a range of mental health and wellbeing resources.How to applyTo 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 methodologiesKSC 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] agency applications will be accepted.Applications close by 11.59pm on Wednesday 11th November 2026.Other relevant informationIt 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.