Work Type: Ongoing - Full-time
Salary: $116,413 - $140,849
Grade: VPS 5
Occupation: Planning
Location: Melbourne - CBD and Inner Metro suburbs
Reference: 13398
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
About You
We are seeking applicants who have demonstrated experience from the following criteria:
Mandatory requirements
Desirable
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.