Workforce Planning Lead - Hybrid (Melbourne)

Legal Aid; Melbourne; Hybrid; AUD 114,000 - 131,000; Full time

Benefits offered by this job

Salary packaging

Hybrid work

Seasonal leave

Gender affirmation leave

Job summary

Legal Aid is seeking a Workforce Manager for our Melbourne CBD office to oversee staffing, rostering, and strategic workforce planning. You will analyse trends, drive improvements in capacity and efficiency, and collaborate with the leadership team to align resourcing with budgets and forecasts.

The role offers a flexible hybrid work arrangement, salary packaging, and opportunities for professional development within a supportive environment.

Qualifications

• Experience in high-volume contact centres or helplines workforce planning/rostering.
• Experience with WFM software including forecasting, scheduling and real-time adherence.
• Excellent analytical skills to solve complex problems using data sets.
• Experience developing and implementing end-to-end WFM initiatives in service delivery environments.

Responsibilities

• Manage resourcing and rostering to meet budgets and forecasts.
• Lead review and implementation of workforce management strategy; extract insights.
• Provide strategic advice to leadership to improve service and operational efficiency.

Skills

Workforce planning

Forecasting

Scheduling

End-to-end WFM

Tools

Genesys

Job description

Legal Aid is seeking a Workforce Manager for our Melbourne CBD office to oversee staffing, rostering, and strategic workforce planning. You will analyse trends, drive improvements in capacity and efficiency, and collaborate with the leadership team to align resourcing with budgets and forecasts.

The role offers a flexible hybrid work arrangement, salary packaging, and opportunities for professional development within a supportive environment.