Senior Manager, Workforce Optimisation

About the role

The Senior Manager, Workforce Optimisation leads enterprise‑wide workforce strategy for ANZ’s Customer Contact Hub. Operating in a complex, multi‑site, multi‑channel environment, the role drives demand planning, capacity modelling and real‑time performance governance to improve customer outcomes, operational efficiency and cost effectiveness.

Key responsibilities

• Own end‑to‑end workforce optimisation across onshore and offshore sites and both voice and digital channels.
• Develop and maintain forecasting, demand planning and capacity models, and oversee intraday performance governance.
• Lead the function through major technology and operating model transformations, including the migration from Genesys to AWS.
• Translate enterprise changes into workforce impact assessments, risks and mitigation plans for senior executive decision‑making.
• Maintain and evolve demand models, intraday controls and planning frameworks in line with new platform capabilities.
• Produce short‑, medium‑ and long‑term demand plans that incorporate business strategy, regulatory changes and known demand drivers.

Required profile

• Extensive experience in workforce optimisation within large, multi‑site contact‑centre environments.
• Proven track record leading workforce functions through significant business or operating model transformations.
• Strong understanding of voice and digital channel dynamics and their impact on staffing.
• Ability to influence senior stakeholders and communicate complex workforce insights clearly.

Required skills

• Demand forecasting
• Capacity planning
• Intraday management
• Workforce modelling
• Genesys platform
• AWS cloud services