Workforce Planning Manager

efm Logistics

. Develop and maintain short-, medium- and long-term workforce forecasts using historical trends, customer demand, seasonality and business requirements .

Posted 10/26/2026full-timeMoorabbin • AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in workforce planning and management, including forecasting, scheduling, and capacity planning for large teams. Proficient in utilizing workforce management systems and analytical tools to optimize operational performance and drive continuous improvement.

Highest-signal resume keywords

Workforce PlanningForecastingTeam LeadershipWorkforce Management SystemsAnalytical Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

ForecastingSchedulingCapacity PlanningData AnalysisPerformance ReportingProcess ImprovementResource AllocationWorkforce UtilisationRosteringOperational Performance

Soft Skills

CommunicationStakeholder ManagementCoachingTeam DevelopmentStrategic Planning

Tools & Technologies

NICEVerintGenesys Cloud WFMCalabrioExcel

Certifications & Qualifications

Tertiary Qualification in BusinessTertiary Qualification in AnalyticsTertiary Qualification in Operations Research

Industry Keywords

Contact CentreCustomer ServiceModern AwardsEnterprise AgreementsFair Work Obligations

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Develop and maintain short-, medium- and long-term workforce forecasts using historical trends, customer demand, seasonality and business requirements
Translate forecasts into staffing requirements, capacity plans and headcount projections for coverage across a workforce of 100+ employees
Design and manage complex, multi-skilled rosters across customer portfolios, including extended operating hours, public holidays, peak periods and customer-specific requirements
Monitor real-time call, email and case volumes, adjusting staffing and workload distribution to maintain service levels and manage unexpected demand
Manage planned and unplanned leave, absenteeism, schedule adherence and resource allocation to optimise workforce coverage and productivity
Oversee workforce management systems, reporting and data integrity; improve system configuration, automation and efficiency with Technology and Customer Excellence
Analyse forecast accuracy, utilisation, productivity, service levels and cost-to-serve, providing insights and recommendations to senior leadership
Identify and implement continuous improvement initiatives across forecasting, scheduling, workforce processes and technology
Partner with Customer Service, People & Performance, Finance, IT and other stakeholders to align workforce planning with operational and customer requirements
Lead, coach and develop a small team of workforce planning analysts and schedulers

Requirements

What you’ll need

At least 5 years' experience in workforce planning or workforce management within a contact centre or high-volume customer service environment
At least 2 years' experience leading and developing a team
Demonstrated experience forecasting, scheduling and managing capacity for 100+ FTE across multiple channels
Hands-on experience with workforce management platforms such as NICE, Verint, Genesys Cloud WFM, Calabrio or similar
Strong analytical skills, advanced Excel capability and experience developing workforce reports, dashboards and performance insights
A sound understanding of Australian rostering requirements, including Modern Awards, Enterprise Agreements and Fair Work obligations
Experience managing complex rosters, fluctuating workloads, leave coverage and workforce utilisation
A proven track record of improving processes, optimising systems and using data to drive operational performance
Strong communication and stakeholder management skills, with the ability to balance strategic planning with practical, day-to-day operational needs
A tertiary qualification in Business, Analytics, Operations Research or a related discipline will be highly regarded

Benefits

Comp & perks

Strong focus on regular and ongoing professional development training, enhancing skills and career progression
A dynamic and empowering culture, where we challenge each other to do it better
An opportunity to be part of an industry leader
Modern office space and technology
Free parking and onsite café
Company functions and team building activities
Partner with 2 charities, volunteering time to make a difference and contribute to the positive impact they are having both locally and internationally