Workforce Planner

Tacticall Recruitment; City of Brisbane; Hybrid; AUD 100,000 - 143,000; Full time

Benefits offered by this job

Hybrid work environment

12% Superannuation

Flexible/home‑office after probation

Job summary

Our client, a Government Service Delivery / Contact Centre operation in Australia, seeks an experienced Workforce Planner on a temporary basis up to 12 months. The role focuses on forecasting, resource planning and scheduling to balance customer demand, staff experience and organisational priorities.

Work from Brisbane with hybrid options after a qualifying period. Contract initially six months with potential extension; long-term opportunities within a large, technology-driven contact centre are

Qualifications

• Experience in a workforce/resource planning role in a modern contact centre or service delivery environment.
• Strong analytical thinking with business acumen and continuous improvement mindset.
• Excellent written and oral communication; ability to build relationships with stakeholders.
• Proven ability to lead, influence and develop high-performing teams.
• Experience with contact centre multi-channel environments (inbound voice, digital, face-to-face).
• Customer-first mindset delivering measurable results across teams.

Responsibilities

• Forecast demand and plan workforce to meet service levels and priorities.
• Create reliable schedules balancing demand, staff experience and org goals.
• Collaborate with Operational Managers, Team Leaders and stakeholders across the organisation.
• Support performance targets and employee/customer satisfaction through planning.

Skills

Workforce planning

Forecasting

Resource planning

Analytical thinking

Stakeholder management

Negotiation

Communication

Team leadership

Tools

Workforce management systems

Contact centre tech

Job description

• Temporary Full-time
• Multi-site, multi-channel operation
• $88.30 / hr plus super

Our client is a Government Service Delivery / Contact Centre operation with an amazing reputation for excellence in all that they do. As a result of an internal transfer, we are now seeking an experienced Workforce Planner to join their team on a temporary basis for up to 12 months, which can lead to some long‑term prospects.

As their Contact Centre strives to enhance the customer experience for their community, this is an ideal opportunity for an experienced Workforce Planner to provide strategic and operational workforce planning for their Customer Service Operations Team. The role ensures accurate forecasting, efficient resource planning, and reliable schedules that balance customer demand, staff experience, and organisational priorities. You will work as part of the broader workforce planning team and collaborate with Operational Managers, Team Leaders and stakeholders across the organisation to support service levels and performance targets, along with employee and customer satisfaction.

What's in it for you:

• An hourly rate of $88.30 / hr
• 12% superannuation on top of the base salary
• The opportunity to work from home in a hybrid environment (after a qualifying period)
• Ongoing development and support
• A dedicated and supportive leadership team
• The opportunity to work within a large, technologically sophisticated Contact Centre in a complex environment that will enhance your skills
• Support a team that has a genuine impact on the community
• Work with a great team as part of a broader organisation known for their great culture
• Lead and work with teams undergoing significant change and growth

What you bring to the role:

• First and foremost, you have experience in a workforce / resource planning role in a modern contact centre or service delivery environment
• Exceptional analytical thinking skills coupled with strong business acumen and a passion for continuous improvement
• Strong oral and written communication skills are required, plus the ability to build positive business relationships with all stakeholders
• An exceptional negotiator and influencer, you promote an environment of high‑performing teams, along with personal and professional development within your own direct reports, to achieve results
• Ideally, you have experience in a contact centre environment that incorporates inbound voice, digital and face‑to‑face channels.
• Underpinning all of your actions is a Customer First mentality that inspires others and delivers exceptional results.
• Previous experience with Contact Centre technology, including workforce management systems, reporting and telephony, is essential.

While the position is located in the Brisbane CBD, there will be an opportunity to work from home (hybrid) once you are embedded in the role. There will be a requirement to visit other sites within the Brisbane region from time to time as part of your engagement and relationship management work in this role. We are offering an initial temporary contract of six (6) months with the strong potential for another six (6) month extension. On top of this, our client can offer great long‑term opportunities.

Day to day this role will be Monday to Friday during traditional office hours. From time to time, you may be required to work outside of traditional office hours based on business needs. At these times, very attractive penalty rates will apply.

To apply, you must have unlimited, full, permanent working rights in Australia.

Due to the requirements of this role, a criminal history check will be undertaken on preferred applicants. A criminal history does not necessarily preclude an applicant from appointment.