Workforce Planning and Optimisation Manager

McMillan Shakespeare Group (MMS); City of Brisbane; Hybrid; AUD 150,000 - 180,000; Full time

Benefits offered by this job

Strong culture

Novated leasing

12 weeks parental leave

Learning and development

Wellbeing platform

Income protection insurance

Employee share plan

Volunteer leave

Rewards program

Hybrid working

Job summary

McMillan Shakespeare Group (MMS) is seeking a senior leader to head Workforce Planning & Optimisation. You will drive transformation across Maxxia and RemServ, ensuring supply, capability and capacity align with customer demand and business goals.

You will build forecasting, scheduling and performance frameworks, coach the planning team, and manage budgets to enable data-driven decisions at leadership level. Hybrid working is supported with a values-based culture.

Qualifications

• 10+ years workforce planning / optimisation leadership experience in multi-site, multi-channel environments.
• Demonstrated experience uplifting WFM maturity, delivering forecast improvement and automating reporting.
• Strong leadership and stakeholder engagement capabilities.

Responsibilities

• Lead workforce planning across Maxxia and RemServ operations, aligning strategies to business priorities and customer demand.
• Establish governance, standards and decision-making frameworks across Operations.
• Develop and coach the workforce planning team, building capability in forecasting, planning, optimisation and business improvement.
• Own workforce planning outcomes including service levels, efficiency, capacity, and operational effectiveness.
• Ensure forecasting, scheduling and optimisation activities support operational requirements and sustainable growth.
• Review trends and risks, driving actions to improve productivity and customer outcomes.
• Lead workforce planning maturity through improved processes, automation and systems.
• Own workforce reporting, insights and performance frameworks for data-driven leadership decisions.
• Oversee budgets, FTE glidepaths and capacity planning to support sustainable growth.

Skills

Leadership

Data-driven decisions

Forecasting

BI reporting

Stakeholder engagement

Tools

Genesys Cloud

Job description

At MMS we’re proud of our history, our heart, and our commitment to making a difference to people’s lives. We care because people matter. We collaborate because the greatest achievements are made together, and we continuously create because some of the best innovations have yet to be imagined.

Here’show you will make a difference in this role…

In thisleadership role, asWorkforce Planning &OptimisationManageryouwill beresponsible for leadingand transformingthe workforce planning function acrossour key brands ofMaxxiaandRemServ;in-so-doing you will ensure workforce supply, capability and capacity are aligned to customer demand, service commitments and business objectives.

The position plays a critical role in supporting operational transformation by leading data-driven decision-making, improving workforce efficiency, strengthening planningcapabilityand ensuring workforce management processes, systems and reportingwhich willsupport a scalable and sustainable operating model acrossbothcontactcentreand processing operations.

At MMS clear expectations help our people Be the Difference. Your key responsibilities in this role will include:

• Lead workforce planning acrossMaxxiaandRemServOperations, aligning workforce strategies to business priorities, servicecommitmentsand customer demand.

• Establish workforce planning governance,standardsand decision‑making frameworks across Operations.

• Develop and coach the workforce planning team, building capability in forecasting, planning,optimisationand business improvement.

• Own workforce planning outcomes, including service levels, workforce efficiency, capacityperformanceand operational effectiveness.

• Ensure forecasting, scheduling andoptimisationactivitiessupportoperational requirements, customerexpectationsand sustainable growth.

• Review workforce trends,risksand opportunities, driving actions that improve productivity,utilisation, serviceperformanceand customer outcomes.

• Lead workforce planning maturity through improved processes, automation,standardisationand stronger workforce management systems.

• Own workforce reporting,insightsand performance frameworks to supportaccurate, data-driven leadership decisions.

• Oversee workforce budgets, FTE glidepaths and workforce capacity planning to support sustainable growth.

To be considered for this role you will have:

• 10+yearsworkforce planning /optimisationleadership experience in multi‑site, multi‑channel environments.

• Proven experience uplifting WFM maturity,delivering forecastimprovement, and automating reporting.

• Demonstrated experience leading workforce planning teams responsible for forecasting, modelling, BI reporting, capacityplanningand WFM systems.

• Expertisein Genesys Cloud or equivalent workforce management platforms.

• Strong background in data-driven decision‑making and operational performance improvement.

• Exceptional analytical and problem‑solving capability with a strategic mindset.

• Strong leadership,influencingand stakeholder engagement capability.

• High resilience, able to manage complex operational challenges and competing priorities.

• Ability to drive change, uplift capability and embed new ways of working across large teams.

What we can offer you:

• Strong culture and the support of a values-based recognition program
• Novated leasing benefits and discounts
• 12 weeks paid parental leave
• Comprehensive learning and development opportunities to support your career growth
• Sonder digital wellbeing platform , providing personalised support 24/7, plus annual flu vaccinations
• Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
• Exempt Employee Share Plan
• Volunteer leave & Career break
• MMS Rewards program
• We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.
• We value the skills and attributes veterans can bring to our organisation.
• We embrace hybrid working and welcome conversations about flexibility.

Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected.

Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially.

We acknowledge Aboriginal and Torres Strait Islander people as the Traditional Custodians of the lands where we live, learn and work.

If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at [e-mail]