Workforce Planning Manager

About the role

efm Logistics, Australia's largest 4PL provider, is seeking an experienced Workforce Planning Manager to own workforce planning across its Customer Service function. This is a hands-on leadership role overseeing forecasting, capacity planning, rostering and real-time workforce management so that teams can meet customer demand and service level targets. The role works closely with Customer Service leadership and helps improve processes, reporting and systems.

Key responsibilities

• Develop and maintain short-, medium- and long-term workforce forecasts based on historical trends, customer demand, seasonality and business requirements.
• Translate forecasts into staffing requirements, capacity plans and headcount projections for a workforce of 100+ employees.
• Design and manage complex, multi-skilled rosters across customer portfolios, including extended hours, public holidays and peak periods.
• Monitor real-time call, email and case volumes and adjust staffing and workload distribution to maintain service levels.
• Manage planned and unplanned leave, absenteeism, schedule adherence and resource allocation.
• Oversee workforce management systems, reporting and data integrity, working with Technology and Customer Excellence to improve automation and efficiency.
• Analyse workforce performance (forecast accuracy, utilisation, productivity, service levels, cost-to-serve) and share insights with senior leadership.
• Lead, coach and develop a small team of workforce planning analysts and schedulers.

Required profile

• At least 5 years' experience in workforce planning or workforce management in 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.
• Sound understanding of Australian rostering requirements, including Modern Awards, Enterprise Agreements and Fair Work obligations.
• Tertiary qualification in Business, Analytics, Operations Research or a related discipline highly regarded.

Required skills

• Hands-on experience with workforce management platforms such as NICE, Verint, Genesys Cloud WFM or Calabrio.
• Advanced Excel and strong analytical skills, including workforce reports and dashboards.
• Proven track record of improving processes and optimising systems.

What we offer

• Ongoing professional development training.
• Modern office space and technology, free parking and an onsite caf.
• Company functions and team building activities.
• Volunteering opportunities with partner charities.