Workforce Planning Manager

About Us

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone’s experience of doing business and interacting with the Victorian government.  We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses.  We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.  

You can find out more about our Ministers, leadership and entities here: Department of Government Services. 

The Operations Group

The Operations Group delivers frontline customer services to Victorians and the public service. It maintains the foundational digital infrastructure and platforms that support efficient, secure and reliable service delivery. The group uses industry-leading delivery principles for shared services and supports the development of sustainable and efficient whole-of-Victorian Government (WOVG) shared services.

The Business Solutions Service Division

The new Business Solutions Services division brings a focused approach to how the Department of Government Services onboards and supports government customers to adopt shared services. The division is a key interface for new government customers, ensuring that the transition requirements and pathways to adoption of standardised shared services is clearly supported.

About the Role

The Workforce Planning Manager is responsible for ensuring the efficient operation of the contact centre by accurately forecasting call volumes, creating effective staff schedules, and managing real-time adjustments. This role involves analysing performance metrics to identify trends, improve processes, and ensure service level agreements (SLAs) are met.

The Workforce Planning Manager will collaborate closely with the WoVGCC Operational managers to mitigate and/or eliminate operational risk by ensuring the right people with the right skills are providing a high level of customer service and employee satisfaction.

As a key stakeholder in the ongoing project to enhance the contact centre’s technology, the Workforce Planning Manager will play a pivotal role in ensuring the successful implementation of new systems and tools. This involves collaborating with Projects teams and Vendors, providing insights on operational needs, and ensuring that the upgraded technology aligns with workforce management strategies. The manager will also be responsible for overseeing the transition process, training staff on new technologies, and monitoring the impact on overall efficiency and service quality.

Key Accountabilities

• Manage all elements of Workforce Management including forecasting, scheduling, real-time management, optimisation of performance, and reporting/analytics.
• Ensure performance targets are consistently met or exceeded. Where achievement of performance targets is at risk, management will be informed, and a detailed remediation plan implemented.
• Manage stakeholder relationships and onboarding processes. Attend Stakeholder meetings to understand and model business needs and to provide ongoing performance delivery.
• Manage a team to achieve real-time management activities to ensure agent adherence to schedule, optimise performance and respond to peaks in volume.

About You

We are seeking applicants who have demonstrated experience from the following criteria:

• Previous experience working as a Workforce Planning Manager for a large scale, omni channel Contact Centre.
• Ability to work with large datasets and effectively analyse, interpret, and communicate to a diverse range of stakeholders
• Effective people leadership capabilities with the ability to build relationships with individuals at all levels and to lead a team of Real Time Analysts and influence a large volume of cross-functional stakeholders
• Proven ability to work on complex assignments that require analytical skills and judgment for resolving complex issues or in making recommendations
• Previous experience in establishing and adherence to budgets, schedules, work plans, and performance requirements.

Mandatory requirements

• Experience using contact centre telephnony systems as a workforce planner as well as the ability to use non system tools to plan and forecast.
• Experience managing a workforce planning team within a contact Centre environment
• Experience with predictive modelling and forecasting
• Experience working with Service Level Agreements in a contact centre environment

Desirable

• Experience using Nice CX One
• Experience applying Workforce planning principles in environments outside contact centres.

This role is an ongoing position. This position is only open to applicants with relevant rights to work in Australia.

For more information, please see the Position Description.

How to apply 

Apply before the advertised closing date 11:59pm on Wednesday, 18 November 2026. All applications should include:  

·       a resume; and  

·       a cover letter which addresses the key selection criteria (within three pages).

Other relevant information

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident.  Preferred applicants will be required to undertake pre-employment screening. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.