Workforce Optimisation Lead

**Your SUPER career starts here**

**As one of Australia's largest profit-for-members superannuation funds, we always remember whose money it is and whose future we're looking after. We work to reimagine a new way forward for our 1.1 million members and their communities. Each other. And our world.

**Your New Role**

The Workforce Optimisation Lead is responsible for delivering service to our members and achieving key metrics through resource/demand modelling, overseeing real time execution monitoring and influencing decisions for ad hoc resource adjustments in the Member Help Team (Service Centre). In this role you will support the ongoing review of the current service models that are in place to meet service standards and enterprise goals.

You will oversee resource allocation across the Member Engagement (Operations) team in collaboration with other leaders. The role is responsible for development and ongoing support, leadership and coaching of a high performing Workforce Planning (WFP) team consisting of Workforce Planning and Real Time Analysts. This role is also responsible for being the key liaison with key vendors including telephony, Workforce and Workflow.
- _**How do you exceed our expectations?**
- Proven experience in a leadership role in a contact centre/ administration environment;
- Strong experience in use of workforce planning and management technology (preferably across multiple systems) and best practice processes related to workforce optimisation and contact centre technologies;
- Demonstrated understanding of regulatory and knowledge requirements in contact centre and administration environments in financial services, including systems such as workforce planning, telephony, and customer management systems;
- Strong interpersonal skills and the ability to build effective relationships and communicate with a diverse range of people - internal and external;
- Complex decision making and prioritisation capability in a high-pressure environment.
- Experience in a change environment involved with implementing new processes;
- Well developed skills with Excel, PowerBI and PowerPoint skills; and
- You are balanced in accepting risk in any decision you face. You are curious to understand risk context and choose to speak up as we simplify, learn and grow.

**Employee Experience**

**We understand that not everyone works in the same ways. We value flexibility and know that it helps you manage work and life.

Why you’ll love working at Aware Super:

- Have a super impact: You’ll think big and care deeply to help more Australians live their best lives in retirement.
- Be part of something super unique: You’ll work to reshape super and retirement. We’ll invest in your growth and give you the opportunity to work on career-defining projects.
- Work with super humans: You’ll work hard and innovate, but also have some fun along the way.
- Feel super cared for: We’ll support your wellbeing today, as well as in the future. Enjoy a health & fitness reimbursement, work from home technology reimbursement, salary continuance insurance and organisation-wide meeting free zones.

**The Aware Super difference**

**At Aware Super, we believe that diversity of thought, background and experience creates better outcomes for our members and communities and a stronger sense of belonging for our people. We value a diverse workplace and strongly encourage women, Aboriginal & Torres Strait Islander people, people with cultural and linguistic diversity, LGBTQIA+ individuals, people with disabilities, and mature-age individuals to apply. We are proud to be consistently recognised as an Employer of Choice for Gender Equality and our CEO, Deanne Stewart, is a Pay Equity Ambassador.