Workforce Planner

**Introduction**:
Safe Steps is the only 24/7, family violence response centre in Victoria, providing a “state-wide entry point” for victim-survivors of domestic and family violence. Services include information and referral, crisis response, specialist family violence risk assessment, safety planning, Webchat, and access to supported crisis accommodation.
Our vision is safety, support and respect for all victim-survivors of domestic and family violence.
Our practice is trauma-informed and guided by evidence. We provide services to all victim-survivors and recognise that most of our work is dedicated to the needs of women and children which reflects the gendered nature of domestic and family violence.
**Description**:
THE ROLE
We are looking for a Full Time Workforce Planner to join our growing team
The Workforce Planner will be responsible for delivering workforce planning/forecasting, whilst also providing hands on support through the accurate and effective rostering accommodating a 24/7 crisis response service.
The Workforce Planner will undertake a range of operational rostering activities, workforce planning initiatives, data analysis and reports to ensure that workforce outcomes are achieved or that workforce challenges are addressed by the people responsible. This person is expected to have a high level of knowledge and skills in the use of our human capital management system and processes and is expected to exercise initiative and judgment where practices and direction are not clearly defined.
This is a Permanent, Full-Time role based in office and the salary is dependent on experience.
KEY RESPONSIBILITIES
Workforce Planning
Roster & Workforce Planning - Key Responsibilities
Maintain accurate schedules to meet crisis service demands.
Build rosters that balance efficiency and employee satisfaction.
Analyse trends and advise on sustainable roster strategies.
Coordinate rosters for training, leave, and skill coverage.
Operations - Key Responsibilities
Monitor Daily Operations Oversee real-time performance, call volumes, and service levels.
Process Improvement Identify inefficiencies and recommend solutions to enhance workflow and client experience.
Collaboration & Communication Liaise with team leaders, QA, and training teams to align on goals and support frontline staff.
Compliance & Quality Ensure adherence to policies, procedures, and regulatory requirements.
Payroll and Timesheet Management - Key Responsibilities
Timesheet Management
Oversee the accurate and timely submission of staff timesheets for each roster period.
Resolve discrepancies or missing information in collaboration with team leaders and employees.
Payroll Preparation
Compile and prepare verified timesheets for payroll processing on a fortnightly basis.
Ensure all relevant data is ready for extraction and submission to the payroll team within required deadlines.
**Skills and Experiences**:
KEY SELECTION CRITERIA - Essential
- Significant experience in staff planning, scheduling, and real-time resource management within a contact centre 24/7 environment
- Proven experience in workforce planning/forecasting as well as effective rostering
- Experience in real time analysis and data analysis gained within a contact Centre Environment
- Well-developed problem-solving skills to be adaptable and manage scheduling changes and challenges as they arise with key partners across the organisation
- Strong knowledge of legislation and regulations including award and agreement interpretation
KEY SELECTION CRITERIA - Other
- Experience in Human Force
- Understanding of the SCHADS award
- Bachelor’s Degree in Data, IT or Business or Management
INTERESTED? APPLY TODAY
**Please note**:

- Applications must be submitted through the Safes Steps Jobs Portal unless another accessible method has been discussed.