Assistant Manager – Workforce Management

2 weeks ago

Melbourne, Victoria, Australia Avance Consulting Full time $90,000 - $120,000 per year

Key Responsibilities:

Provide operational support from a scheduling and real-time management perspective.

Generate and manage daily, weekly, and monthly reports, along with relevant dashboards for operations.

Oversee and optimize shrinkage, schedule adherence, delivery performance, and resource planning.

Monitor and track outages, analyzing the impact on service levels and delivery.

Review KPIs and service level projections for upcoming weeks to ensure proactive planning.

Ensure all efficiency parameters remain within defined targets.

Handle ad-hoc operational requests from operations and other business functions.

Conduct daily and weekly performance reviews with stakeholders.

Collaborate with clients on FTE planning, delivery targets, and operational assumptions.

Contribute to annual planning, including headcount, budget, span ratios, and seat utilization.

Functional Skills & Experience:

Strong verbal and written communication skills to interact with India & UK stakeholders across all levels.

Minimum 5 years of experience in contact center operations, with at least 2 years in a supervisory WFM role.

Hands-on expertise with WFM tools such as IEX, Genesys, and LivePerson.

In-depth understanding of workforce management processes including capacity planning, scheduling, forecasting, and real-time management.

Knowledge of key contact center metrics: FTE, shrinkage, AHT, occupancy, schedule adherence, CPH, ACL, concurrency, etc.

Strong analytical mindset with the ability to identify gaps quickly and implement corrective actions to protect delivery and service levels.

Proven ability to manage large-scale and long-term projects/strategies aligned to organizational outcomes.

Strong focus on customer and stakeholder experience, with the ability to build and maintain excellent working relationships.

Technical & Professional Skills:

Proficiency in WFM tools (IEX, Genesys, LivePerson).

Strong working knowledge of MS Office Suite (Excel, PowerPoint, Outlook, Word).

Excellent analytical, presentation, and communication skills.

Deep understanding of capacity planning, scheduling, and real-time workforce management best practices.

  • Workforce Management Specialist

    4 weeks ago

    Melbourne, Victoria, Australia Listen Responsibly Full time

    Join to apply for the Workforce Management Specialist role at AmplifonAbout the roleThe Workforce Management Specialist will play a crucial role in resource optimization and allocation for all shops across Bay–Attune – Amplifon (One Australia). You will be responsible for developing and implementing strategies to effectively manage resources and ensure...

  • Workforce Management Specialist

    4 weeks ago

    Melbourne, Victoria, Australia Listen Responsibly Full time

    Join to apply for the Workforce Management Specialist role at AmplifonAbout the roleThe Workforce Management Specialist will play a crucial role in resource optimization and allocation for all shops across Bay–Attune – Amplifon (One Australia). You will be responsible for developing and implementing strategies to effectively manage resources and ensure...

  • Recruitment and Workforce Services Manager, Medical Workforce

    3 weeks ago

    Melbourne, Victoria, Australia Alfred Health Full time

    OverviewAlfred Health is a leader in health care delivery, improvement, research and education. We are the main provider of health services to people living in the inner southeast suburbs of Melbourne, from ambulatory to inpatient and home and community-based services.About the DepartmentThe Medical Workforce Unit (MWU) manages the employment of over 1,800...

  • Recruitment and Workforce Services Manager, Medical Workforce

    3 weeks ago

    Melbourne, Victoria, Australia Alfred Health Full time

    OverviewAlfred Health is a leader in health care delivery, improvement, research and education. We are the main provider of health services to people living in the inner southeast suburbs of Melbourne, from ambulatory to inpatient and home and community-based services.About the DepartmentThe Medical Workforce Unit (MWU) manages the employment of over 1,800...

  • Supplementary Workforce Manager

    1 day ago

    Melbourne, Victoria, Australia Western Health Newfoundland Full time $104,000 - $156,000 per year

    Requisition No: 5543Executive Division: Nursing & MidwiferyDivision: Nursing & Midwifery WorkforceProgram: Nurse PoolDepartment: Casual Staffing UnitEnterprise Agreement: Nurses and Midwives (Victorian Public Health SectoJob Function: NursingProject:Location: Williamstown HospitalEmployment Type: Ongoing, Part TimeSalary: ZB4About the role:The Nursing and...

  • Recruitment and Workforce Services Manager, Medical Workforce

    3 days ago

    Melbourne, Victoria, Australia Alfred Health Full time $120,000 - $180,000 per year

    Alfred HealthAlfred Health is a leader in health care delivery, improvement, research and education. We are the main provider of health services to people living in the inner southeast suburbs of Melbourne, from ambulatory to inpatient and home and community-based services.Full-time (40 hours per week)Fixed-term maternity leave backfill position until Jan...

  • Manager Medical Workforce Unit

    2 weeks ago

    Melbourne, Victoria, Australia Peter MacCallum Cancer Centre Full time $120,000 - $180,000 per year

    Full time, ongoing roleParkville location, with hybrid working$155,000 - $165,000 base + salary packaging + super + 5 weeks annual leaveThe Peter MacCallum Cancer Centre (Peter Mac) is a Victorian public health service and a world-leading comprehensive cancer centre seeking to excel across all spheres of clinical care, research and education. Welcoming...

  • Manager, Strategic Workforce Planning

    3 weeks ago

    Melbourne, Victoria, Australia ClearCompany Full time

    Full time / part time (considered) / maximum term position up to 2 yearsSalary range: $162,061 - $178,301 (pro rata) plus super plus salary packagingUp to $15,900 in salary packaging and hybrid WFH & office modelAbout the roleWe're looking for an experienced Manager, Strategic Workforce Planning to lead the development and implementation of our first...

  • Manager, Strategic Workforce Planning

    3 weeks ago

    Melbourne, Victoria, Australia ClearCompany Full time

    Full time / part time (considered) / maximum term position up to 2 yearsSalary range: $162,061 - $178,301 (pro rata) plus super plus salary packagingUp to $15,900 in salary packaging and hybrid WFH & office modelAbout the roleWe're looking for an experienced Manager, Strategic Workforce Planning to lead the development and implementation of our first...

  • Workforce Management Consultant

    2 weeks ago

    Melbourne, Victoria, Australia Deloitte Services Pty Ltd Full time $80,000 - $120,000 per year

    Workforce Management Consultant Regularly assess the current engagements and future pipeline to ensure a balanced mix of resources by conducting skill gap analyses and forecasting needs.Provide strategic recommendations and resourcing insights to the Deloitte leadership team.Work in collaboration with other key partners such as Finance, Human Resources and...