Workforce Optimization Specialist

3 days ago


Frenchs Forest, New South Wales, Australia Direct Group Full time

We are seeking an experienced Workforce Optimization Specialist to join our Customer Hub team at Direct Group.

Direct Group is a leading direct-to-consumer retailer with operations in Australia, New Zealand, and Asia. Our company provides products and services to the growing senior demographic through online, print, television, and digital publishing.

The successful candidate will have extensive experience within the call centre environment and a minimum of 2 years workforce planning experience. The role is based in our Frenchs Forest office.

Key Responsibilities:

  • Develop and manage capacity planning, rosters, post-roster reviews, and analysis to ensure maximum efficiency and productivity
  • Participate in the development of automated monitoring and reporting tools to support operational decision-making
  • Collaborate with stakeholders from across the business to understand and plan for upcoming activities
  • Orient staffing levels to deliver targets
  • Establish workforce planning policies, procedures, and disciplines while creating a safe, positive, supportive, and inclusive work environment

About You:

  • A minimum of 3 years contact centre experience with strong knowledge of contact centre operations
  • A minimum of 2 years' experience in workforce planning and forecasting in a medium to large contact centre
  • Experience in roster generation and optimisation, preferably using Nice CX One
  • Strong analytical skills, attention to detail, and ability to interpret data from multiple sources
  • Excellent communication and presentation skills
  • Ability to work independently, multitask, prioritise, and manage time effectively in a fast-paced environment

What We Offer:

  • A competitive salary ranging from $80,000 to $120,000 per annum, depending on experience
  • On-site café and free parking
  • Free membership to SONDER health and wellbeing for you and your family
  • Learning and development opportunities to grow and succeed in your role
  • Recruitment referral incentives for permanent and casual placements

This is an exciting opportunity to join a fun and dynamic team who love what they do. If you're passionate about delivering exceptional customer experiences and have a knack for workforce optimization, we'd love to hear from you



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