Workforce Performance Lead

Job Expectations

Build your career and Australia's future.

Not many people can say they are working on building Australia's future. With us you'll be doing just that, leaving a legacy for all Australians. Plus, there's equal employment, great training, and true flexible working arrangements.

We have an exciting opportunity at nbn, as the Workforce Performance Lead, reporting to the Manager, Workforce Optimisation.

A bit about your role

The Workforce Performance Lead is responsible plays a critical role in shaping operational efficiency and customer experience across Service Operations Centres. This position combines strategic workforce management with intelligent routing design to ensure resources are optimized and customer journeys are seamless.

The role is also responsible for developing staffing models, managing Amazon Connect configurations, and creating dashboards to monitor operational trends. The role requires analysing data for continuous process improvement, collaborating with cross-functional teams, and driving initiatives that optimise workflows and align with organisational goals.

A bit about you

The ideal candidate is a resilient professional with strong analytical and technical expertise, capable of interpreting complex data and delivering actionable insights. They should have experience in workforce planning and routing across multiple channels, with deep knowledge of systems and their holistic business impact. Key skills include Tableau, relational databases, advanced MS Excel, workforce management tools (e.g., Amazon), and automation.

Strong stakeholder engagement is essential—someone who can align solutions, influence at all levels, and collaborate effectively. Excellent communication, problem-solving, and organizational skills are required, along with the ability to work under pressure and drive improvements in processes and systems.

Life at nbn

To be part of nbn is to be part of something bigger. There's so much more from here. Our pioneering spirit drives us forward every day. Together, we help lift the digital capability of the nation by building and connecting Australia's best fibre infrastructure into homes and businesses, plus places and things, everywhere. We're continuing to create Australia's network—a network made for more. Not just a way for everyone to do the things they love but transforming the way they do them.

A more inclusive working world

nbn is committed to an inclusive, flexible, and supportive workplace where everyone can feel heard, valued, and respected. We believe diverse perspectives are the key to unlocking greater outcomes and encourage applications from people of all ages, nationalities, abilities, and cultures. That's why we have a Reconciliation Action Plan, Accessibility & Inclusion Plan, offer 18 weeks of paid parental leave, are a Pride in Diversity Gold Employer for three years running, and have active employee-led diversity why we're recognised as a WORK180 Endorsed Employer for Women.

We champion equal opportunities for all employees. If you have any accessibility requirements and would like to discuss adjustments for the recruitment process, please don't hesitate to contact us by emailing or calling our Recruitment Accessibility Enquiry Line at Please note, this line is dedicated to accessibility-related enquiries for the purposes of recruitment, and only enquiries related to accessibility adjustments will be answered. For other matters, please visit our

Contact Us

page on our website.

Where to from here?

We encourage you to apply even if you feel that you do not meet all of the above qualifications. Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. We encourage you to break that statistic and to apply. No one ever meets 100% of the requirements. We look forward to your application

Please apply by following the links and sending in your resume only. We do not require a cover letter or any selection criteria to be addressed.

Please note that this is a permanent opportunity and applications for this role will close at midnight, Sunday 23rd of November 2025.

To be eligible for this role, you must have full working rights in Australia.

Worker Type

Permanent

Time Type

Full time