Workforce Manager

7 hours ago

Melbourne, Victoria, Australia Asahi Beverages Full time $80,000 - $120,000 per year

Workforce Manager - Team Leader
Location:
Southbank

Your Impact
Join our Customer Success Centre (CSC) team and play a pivotal role in shaping how we deliver world-class service across our Alcohol and Non-Alcohol portfolios.

This newly created hybrid position combines team leadership with workforce management, ensuring our contact centre operates efficiently and delivers an exceptional customer experience.

As the Workforce Manager / Team Leader - leading a small team of Customer Success Agents while driving the effective use of new workforce management systems – Amazon Connect and Playvox.

You'll optimise scheduling, resourcing, and performance analytics, helping us build a stronger, smarter, and more efficient CSC operation.

Key Accountabilities

  • Lead, coach and develop a team of Customer Success Agents to deliver exceptional service outcomes
  • Oversee workforce planning, forecasting and scheduling to ensure optimal coverage across all contact channels
  • Manage and continuously improve workforce management and telephony systems, leveraging data to drive efficiency
  • Monitor service dashboards, identify trends and reallocate resources in real time based on call and email volume
  • Partner with capability and operations teams to enhance service delivery, improve SOPs and develop people capability
  • Support daily operations and on-day management, ensuring service KPIs are achieved
  • Collaborate with internal and external partners (including Amazon Connect and Playvox) to drive performance and system improvements
  • Contribute to ongoing CSC strategy and continuous improvement initiatives

About You
You're an experienced Contact Centre Leader with a passion for analytics, systems and people. You thrive in fast-paced environments and know how to balance strategic thinking with hands-on leadership.

  • 3+ years' experience in contact centre workforce management or team leadership
  • Skilled in WFM tools and telephony systems (Playvox and/or Amazon Connect highly desirable)
  • Strong analytical mindset with the ability to interpret data and drive operational improvements
  • Excellent communicator and coach with a proven ability to engage and develop high-performing teams
  • Organised and detail-focused with strong project management skills
  • A proactive, strategic thinker who continuously seeks opportunities to optimise and improve processes.

Why Asahi Beverages?
Asahi Beverages is one of Australia and New Zealand's leading beverage companies, home to some of the country's most iconic brands including Asahi Super Dry, Peroni, Major, Lipton Iced Tea, and Charlie's Juices. We are committed to performance with purpose—offering rewarding career paths, development opportunities, and a culture built on collaboration and respect.

This Full-time opportunity reflects our commitment to providing meaningful, flexible roles that suit different lifestyles. Enjoy great benefits such as product discounts, wellness programs, learning and development pathways, and being part of a company that's passionate about sustainability, innovation, and giving back to the communities we serve.

We are a Circle Back Initiative employer and commit to responding to all applicants.

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