Workforce Planning and Optimisation Manager

mmsg; City of Melbourne; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Novated leasing

12 weeks paid parental leave

Learning & development opportunities

Wellbeing platform access

Employee share plan

Volunteer leave & Career break

Rewards program

Job summary

MMS is seeking a senior leader to drive workforce planning and optimisation across Maxxia and RemServ. You will lead forecasting, scheduling, and analytics to align capacity with customer demand and business goals, while elevating planning maturity and enabling data-informed decisions across operations.

The role focuses on multi-site, multi-channel environments, with an emphasis on governance, team development, and system-enabled improvements to support sustainable growth.

Qualifications

• 10+ years of workforce planning/optimisation leadership experience in multi-site, multi-channel environments.
• Experience uplifting WFM maturity, improving forecast accuracy and automating reporting.
• Proven ability to lead workforce planning teams responsible for forecasting, modelling, BI reporting, capacity planning and WFM systems.
• Expertise in Genesys Cloud or equivalent workforce management platforms.
• Strong data-driven decision making and operational performance improvement mindset.

Responsibilities

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

Skills

Workforce planning leadership

Forecasting & planning

BI reporting

WFM systems

Stakeholder engagement

Data-driven decision making

Analytical thinking

Change leadership

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's how you will make a difference in this role...

In this leadership role , as Workforce Planning & Optimisation Manager you will be responsible for leading and transforming the workforce planning function across our key brands of Maxxia and RemServ ; 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 planning capability and ensuring workforce management processes, systems and reporting which will support a scalable and sustainable operating model across both contact centre and processing operations.

Your key responsibilities in this role will include:

• Lead workforce planning across Maxxia and RemServ Operations, aligning workforce strategies to business priorities, service commitments and customer demand.
• Establish workforce planning 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, workforce efficiency, capacity performance and operational effectiveness.
• Ensure forecasting, scheduling and optimisation activities support operational requirements, customer expectations and sustainable growth.
• Review workforce trends, risks and opportunities, driving actions that improve productivity, utilisation , service performance and customer outcomes.
• Lead workforce planning maturity through improved processes, automation, standardisation and stronger workforce management systems.
• Own workforce reporting, insights and performance frameworks to support accurate , 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+ years workforce planning / optimisation leadership experience in multi‑site, multi‑channel environments.
• Proven experience uplifting WFM maturity, delivering forecast improvement, and automating reporting.
• Demonstrated experience leading workforce planning teams responsible for forecasting, modelling, BI reporting, capacity planning and WFM systems.
• Expertise in 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, influencing and 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

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

• 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.

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.