Workforce Planner

City of Gold Coast; Gold Coast City; Hybrid; AUD 80,000 - 110,000; Full time

Benefits offered by this job

9-day fortnight

Hybrid/work from home

Fitness Passport

Counselling sessions

Professional development

Flexible hours

Job summary

City of Gold Coast seeks an experienced Workforce Planner to forecast demand, develop optimised staff schedules and ensure appropriate coverage across multi-channel contact points.

You will monitor performance, identify workforce risks, and balance customer needs with efficiency. The role involves real-time management, leave planning, and contributing to continuous improvement in resourcing and training.

Qualifications

• Experience in workforce planning, scheduling or resource planning in an operational environment.
• Experience in a contact centre or multi-channel environment.
• Experience with workforce management systems.
• Knowledge of forecasting, scheduling, real-time management, adherence, and leave planning.

Responsibilities

• Develop and publish accurate workforce forecasts and staff schedules to ensure optimal coverage across multiple channels.
• Monitor real-time data, identify risks, and minimise service impacts to maintain performance.
• Allocate resources across channels to meet service level targets and optimize customer interactions.
• Develop and maintain workforce plans including resourcing, leave and training for stability and sustainability.
• Analyse performance data to support improvements and informed decision-making.

Skills

Workforce planning

Staff scheduling

Resource allocation

Data analysis

Cross-team collaboration

Tools

Genesys

Excel

Power BI

Job description

The Workforce Planning team is a small, collaborative team within the Customer Contact business unit of the Libraries, Arts and Customer Branch. The team plays an important operational role by forecasting customer demand, developing and maintaining staff schedules, coordinating leave and training requirements, and supporting the effective allocation of resources across the Contact Centre and face-to-face customer service locations.

The team operates in a dynamic, multi-channel environment where priorities can change quickly, so collaboration, sound judgement and proactive communication are essential. The role will contribute to workforce planning improvements, reporting and analysis, real-time performance management, and the continued development of sustainable resourcing, leave and training plans.

You will contribute effectively to customer contact operations and make a practical contribution to operational delivery across telephone, email, online and face-to-face customer service channels. You will join a supportive environment that values accuracy, teamwork, continuous improvement and evidence-based decision-making.

About the role

We are seeking an experienced Workforce Planner to support the effective planning and management of our Customer Contact Centre workforce. This role is responsible for forecasting customer demand, developing optimised staff schedules and ensuring appropriate workforce coverage across multiple channels.

You will monitor performance and identify emerging workforce risks to maintain service levels and operational performance. With a strong focus on data and forward planning, you will play an important role in balancing customer needs, workforce efficiency and sustainable staffing outcomes.

Key responsibilities:

• Develop and publish accurate workforce forecasts and staff schedules to ensure optimal coverage aligned to customer demand across a multi-channel contact centre & across Face to face Customer Service locations.
• Monitor and manage real-time data, proactively identifying and addressing risks to minimise service impacts and maintain performance.
• Prioritise and allocate resources across channels to optimise customer interaction handling and support service level targets.
• Develop and maintain workforce plans, including resourcing, leave, and training plans, to support operational stability and workforce sustainability.
• Analyse performance data and provide insights to support workforce planning improvements, operational decision-making, and continuous improvement initiatives.

We’re looking for people who have:

• Previous experience in workforce planning, workforce management, staff scheduling, resource planning or a similar operational environment.
• Experience within a contact centre, customer service or multi-channel environment.
• Experience using workforce management, contact centre or scheduling systems.
• Knowledge of forecasting, scheduling, real-time management, adherence, leave planning and resource allocation.
• Experience working with operational leaders and frontline teams to implement schedule or resource adjustments.
• Experience with workforce management platforms such as Genesys.
• Demonstrated capability in Excel, Power BI and data analysis, including interpreting complex operational data and presenting actionable insights to support decision‑making.

Be part of shaping the Gold Coast’s future

The Gold Coast is inspired by lifestyle and driven by opportunity. We are the second largest Council in Australia.

We care about being the most flexible government organisation in Australia. We have a range of benefits to help you create the right balance:

• 9-day fortnight
• Flexible work arrangements to suit your lifestyle, including hybrid/work from home options, flexible working hours and locations
• Personal and professional development courses
• Access to 350+ fitness facilities through Fitness Passport
• 4 free confidential counselling sessions a year for you or an immediate family member
• 1 free nutritionist and financial advice session per year

We pride ourselves on our shared mission of being a high-performing, customer-focused organisation which delivers value‑for‑money services to the community.

We’re committed to creating a diverse workplace and inclusive culture. We take pride in people who align with our high-performance principles. We believe that the diverse makeup of our workforce reflects the community we serve. We welcome applications from people of all backgrounds, experiences and identities, and encourage candidates to discuss any support or adjustments they may need throughout the recruitment process.

Contact Person Carly Barnes
Contact Email *******@goldcoast.qld.gov.au
Closing Date Sunday 27th September @ 11:59pm AEDT

Our selection process may include a one-way video interview via Criteria, a face‑to‑face or virtual interview via Microsoft Teams, reference checks via Xref and additional checks including police checks, employment history checks, qualification checks, pre‑employment medical reviews and drug and alcohol testing.