Manager Workforce Management

• Establish workforce planning across Customer Care & Recovery operational areas and drive enterprise planning governance
• Oversee real-time operations and translate strategic plans into day-of-operations execution
• Own WFM systems product strategy and drive continuous improvement
• Permanent leadership role based at our Mascot Campus

We've always been pioneers, and we're proud to see that spirit in our people today. Our resilience has helped us through good and tough times, and it still drives us to keep pushing challenging expectations today.

The Manager Workforce Management is responsible for establishing, owning, and continuously evolving the workforce planning product and enterprise planning governance framework across Customer Care & Recovery. This role leads workforce planning for Global Contact Centres, while governing and establishing workforce planning capability for back-office teams.

The role involves establishing and translating strategic workforce plans into real-time operational execution. You'll lead real-time, mid-term and long-term operational performance of workforce management, ensuring resources are deployed effectively to meet service delivery targets. You'll also own WFM systems product strategy and optimisation innovation, proactively identifying and implementing technology solutions that drive step-change efficiency improvements.

This role combines strategic capability building with operational planning excellence. You'll design workforce planning frameworks for operational areas, embed sustainable planning capability that operational teams can maintain, and drive continuous improvement initiatives that deliver measurable cost reductions. You'll provide workforce planning expertise within financial parameters established, partnering with Finance, Operations, Technology, and BPO suppliers to ensure optimal resource allocation and service delivery.

You'll have:

• 7+ years in workforce planning and real-time operations management in large-scale contact centres roles
• Tertiary qualifications in Business Management, Operations Management, Industrial Engineering, or related discipline
• Advanced workforce planning methodology: Deep expertise in manpower forecasting and workforce planning across complex, multi-site, multi-channel environments; ability to design fit-for-purpose planning models for diverse operational environments
• Leadership and capability building: Proven ability to build, lead, and develop high-performing teams; foster culture of accountability, collaboration, and continuous improvement
• Stakeholder consulting and influence: Exceptional ability to operate as trusted advisor to operational and financial leaders; strong influencing and negotiating skills at all organisational levels; proven capability in managing BPO partnerships
• Advanced technical skills: High proficiency with Excel, Power BI, PowerPoint, and workforce management systems; experience with reporting and analytics tools
• Communication excellence: Outstanding written and verbal communication skills, including ability to present complex analysis clearly to senior leadership

Why Qantas?

You'll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.

There are many different opportunities across our team, which means you'll be able to grow both personally and professionally at Qantas. Your development is a priority for us—so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You'll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we've got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.

The Qantas employee benefits program offers amazing benefits that extend well beyond travel:

• We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.
• We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options for eligible employees.
• We'll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships.
• We'll support your wellbeing: Whether it's learning to better support your own and others' mental health, our interactive wellbeing app or your very own tailored nutrition plan.

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at time of application. Your personal information will be kept confidential in compliance with relevant privacy legislation.

Be a part of something special and play your part in the Qantas story—get in touch today.

Applications close: Thursday 2nd April

Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.