Workforce Manager — Forecasting & Rostering Lead

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

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.