Workforce Operations Manager

3 days ago

Brisbane, Australia Australia Post Full time

**Help us deliver a better tomorrow**
Australia Post is delivering for all Australians. From the vehicles that we drive, to the small businesses that make our communities thrive. We’re delivering for the environment, for our communities, for our customers and for our people. We’re moving forward and we want you to come along for the ride.

**About the opportunity**

As **Workforce Operations Manager**, you will play a pivotal role in driving operational efficiency and elevating performance across all contact centre channels and brands. Your leadership will be key to delivering an exceptional customer experience, while continuously identifying opportunities to enhance productivity and optimise outcomes.
- This opportunity is open to Brisbane and Melbourne._

**What you’ll deliver with us**

In this role, you’ll oversee the day-to-day operations of the WFM function across our contact centre. Leading a team of Real-Time Analysts, this role ensures smooth operations by managing workload distribution, maintaining service continuity, and supporting the full workforce cycle, from short-term planning to live execution and post-day reviews.

**You’ll also**

- Oversee Optimise routines (0-6 weeks out), including updating additional leave, scheduling exceptions, and balancing workload across functions and brands.
- Conduct structured pre-day, day-of, and post-day performance reviews to extract insights and drive continuous improvement.
- Ensure workforce administration processes (e.g., onboarding new employees and temps, rostering, updating records) are timely, accurate, and compliant.
- Optimise workforce efficiency to reduce overstaffing, mitigate overtime, and manage contingent workforce costs.

**About you**

- Demonstrated experience in WFM within a contact centre environment, leading real-time or scheduling teams.
- Strong analytical and decision-making capabilities in both pre-planned and real-time environments.

- Ability to interpret service data, identify patterns, and drive continuous improvement based on workforce outcomes
- Build trust and engagement through a collaborative leadership style and clear, consistent communication.
- Ability to set clear goals and support team members in their development to achieve individual and collective success.

**You’ll also need**

- Join a supportive culture that values growth and collaboration.
- Be part of one of the most culturally and linguistically diverse workforces in Australia, where we’re all ages, genders and come from all walks of life.
- We offer a great range of benefits, including a focus on work-life balance & flexibility, career development opportunities, and exclusive discounts through our Post Perks program.

**How we’ll deliver for you**

- Join a supportive culture that values growth and collaboration.
- Be part of one of the most culturally and linguistically diverse workforces in Australia, where we’re all ages, genders and come from all walks of life.
- We offer a great range of benefits, including a focus on work-life balance & flexibility, career development opportunities, and exclusive discounts through our Post Perks program.

**We’re delivering together**

At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees.

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