Workforce Strategy

About Greater Western Water

We're water… and more.

GWW is a Victorian government owned water corporation that provides an essential service to some of the fastest-growing communities in Australia, stretching from Melbourne's CBD to Lancefield in the north and Bacchus Marsh in the west. Click here to learn more

Benefits

• We embrace flexibility and connection with a balance of on-site and WFH
• Free onsite parking (subject to availability)
• Gender neutral, 16-week parental leave available from commencement
• Monthly work life balance day off to treat yourself (if full-time)
• Free income protection and salary continuance insurance
• Access to corporate health insurance deals with major providers
• Wellbeing, prayer, and sensory rooms in the Footscray and Sunbury office

The opportunity

The Workforce Strategy & Performance Lead role offers a unique opportunity to shape and elevate workforce planning across a diverse Customer Experience (CX) ecosystem. As a key member of the Commercial and Business Performance team, you'll drive operational excellence in scheduling, rostering, and workforce management across in-house teams, contingent workers, and BPO partners. You'll also lead the transformation of the current BAU workforce planning function into a strategic, insights-driven capability that supports all CX areas — including the contact centre, specialist support teams, credit and collections, billing operations, business customer teams, and outsourced providers. This role provides broad scope, real influence, and the chance todeliver meaningful improvements across the entire CX value chain. This role is a fixed term, 6 month role.

Responsibilities

• Develop and implement a scalable WFM framework covering forecasting, capacity planning, scheduling, and real-time management across CX, BPO, and contingent teams.
• Establish governance, performance metrics, and reporting standards to improve visibility and accountability.
• Define the future-state operating model and roadmap to uplift workforce planning capability.
• Review and benchmark existing WFM processes and systems, identifying improvement opportunities.
• Enhance efficiency and accuracy through data-driven improvements, automation, and analytics.
• Embed continuous improvement routines and feedback mechanisms.
• Collaborate with CX, HR, Finance, IT, and BPO partners to align workforce strategy.
• Lead training, workshops, and change initiatives to embed WFM practices.
• Engage and influence senior stakeholders to support new WFM models.
• Provide insights on utilisation, adherence, and service performance to inform resource decisions.
• Maintain clear performance reporting to support strategic workforce planning across CX and partner operations.

Skills & Experience

• 7+ years' WFM experience in CX, contact centre, or BPO environments, ideally across multi-site or multi-vendor operations.
• Proven ability to design and scale end-to-end workforce planning frameworks.
• Strong expertise in forecasting, capacity planning, scheduling, intraday management, and reporting.
• Experience leading high-performing WFM teams and managing outsourced partner performance.
• Proficiency with WFM systems (e.g., NICE IEX, Verint, Genesys Cloud) and analytics tools.
• Strong data analysis skills, advanced Excel, and experience with Power BI.
• Effective communicator able to influence senior stakeholders and drive change.
• Strong commercial acumen and understanding of cost-to-serve.
• Collaborative, resilient, and skilled at managing competing priorities.
• Continuous improvement mindset with a focus on efficiency, automation, and scalability.

See yourself thrive

Our vision for GWW is Thriving People and Country. We aim to be as diverse as the communities we serve and are deeply committed to building a workplace where everybody thrives. We're supportive, inclusive, and friendly, and value everyone for who they are and what they can bring.

We're seeking applicants across all cultural backgrounds, genders, and abilities, and will make reasonable adjustments as required, so please talk to us about what you need.

Don't meet every single requirement? If you're excited about this role, we encourage you to apply.

Don't delay your application, include your resume, and cover letter (no more than 1 page), shortlisting will commence early

The successful candidate will be required to complete pre-employment checks, including reference checks, medical assessments, a national police check, and verification of working rights in Australia.