Workforce Planning Manager

**Overview**:
**Work type**:Full time

**Salary**:$109,730 - $121,247

**Grade**:VPSG5.1

**Occupation**: Customer Service/Call Centre

**Location**: Ballarat

**Reference**: VG/1856154

**About us**

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.

**About the role**

The Workforce Planning Manager is responsible for ensuring the efficient operation of the contact centre by overseeing and ensuring the accuracy of forecasting call volumes, creating effective staff schedules, and managing real-time adjustments. This role involves analysing performance metrics to identify trends, improve processes, and ensure service level agreements (SLAs) are met.

The Workforce Planning Manager will collaborate closely with the WoVGCC Operational managers to mitigate and/or eliminate operational risk by ensuring the right people with the right skills are in the right place at the right time.

**Key accountabilities include**
- Manage all elements of Workforce Management including forecasting, scheduling, real-time management, optimisation of performance, [KH1] and management of the training calendar.
- Ensure performance targets are consistently met or exceeded. Where achievement of performance targets is at risk, management will be informed, and a detailed remediation plan implemented.
- Manage stakeholder relationships and onboarding processes.(including the ability to cost new business requirements)
- Attend Stakeholder meetings to understand and model business needs and to provide ongoing performance delivery.
- Manage a team to achieve real-time management activities to ensure agent adherence to schedule, optimise performance and respond to peaks in volume.

**About you**

To be considered for the role, you must be able to demonstrate:

- Previous experience working as a Workforce Planner for a large scale, omni channel Contact Centre
- Ability to work with large datasets and effectively analyse, interpret, and communicate to a diverse range of stakeholders.
- Effective people leadership capabilities with the ability to build relationships with individuals at all levels and to lead a team of Real Time Analysts and influence a large volume of cross-functional stakeholders
- Previous experience in the Implementation and use of a workforce management platform

**Mandatory requirements**
- Experience using contact centre telephnony systems as a workforce planner.
- Experience with predictive modelling and forecasting
- Experience working with Service Level Agreements in a contact centre environment

For specific responsibilities please review the attached position description.

This position is only open to applicants with relevant rights to work in Australia.

**How to apply**
- a resume; and
- a cover letter which addresses the key selection criteria (within three pages)

**Other relevant information**

The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the department's obligations under the Occupational Health and Safety Act 2004 (OH&S Act), to support this DGS has a COVID-19 Vaccination policy which **strongly recommends** all DGS employees be fully vaccinated.

DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.

Applications close Wednesday 7 May 2025 at 11.59PM

Posted 23 April 2025