Workforce Planning Manager

Chatswood - Australia

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Making a difference isnt just our purpose its what motivates our people every day. For us work is not about ticking a box. Its about knowing that it matters. We make a meaningful difference every day by making it easier for our customers to focus on what matters in their lives.

Together its possible - Plan Partners are one of Australias leading NDIS plan management and support coordination providers with a mission to partner with NDIS participants and their communities to champion possibility and an equal society where everyone can achieve their goals.

Heres how you will make a difference in this role

Were seeking an experienced Workforce Planning Manager to optimise our resourcing strategies and ensure we meet our customers needs while achieving operational goals. This pivotal role collaborates with Operational and Support Coordination Team Leaders and Senior Management to oversee budgeting forecasting and day-to-day scheduling.

Youll analyse historical data to predict trends maximise team skills and enhance our multi-channel operationsincluding telephony email live chat and case managementwhile supporting the introduction of new digital communication channels.

At MMS clear expectations help our people Be the Difference. Your key responsibilities in this role will include:

Forecast demand and develop long-term capacity plans using trend analysis historical data and business objectives to ensure resourcing aligns with customer and operational needs.

Optimise telephony routing and multi-channel operations (telephony email live chat case management) to enhance customer experience and support digital channel growth.
Deliver actionable workforce planning reports (daily weekly monthly) with KPIs and performance dashboards to provide insights for Contact Centre Managers and Team Leaders.
Monitor and adjust intra-day schedules in real-time collaborating with Operational Leaders to optimise service levels resource utilisation and queue management.
Drive innovation and continuous improvement in forecasting resource management and workforce planning systems (e.g. Verint) to boost contact centre performance.
Collaborate with leadership to determine resourcing needs across operational and support areas balancing service levels with training meetings and leave management.

To be considered for this role you will have:

Minimum 2-3 years of workforce planning experience in a contact centre environment (30 seats or equivalent).
Proven expertise with ACD/telephony systems (Amazon/Verint experience a plus) and CRM platforms (e.g. Salesforce).
Strong skills in forecasting modelling budgeting and recruitment planning.
Advanced proficiency in MS Excel and data analysis.
Experience managing multi-channel multi-site workforce planning (including remote teams).
Excellent communication negotiation and stakeholder engagement skills.
Creative problem-solving and a proactive approach to driving efficiencies.

What we can offer you:

Novated leasing benefits and discounts
12 weeks paid parental leave and access to our Parents Portal
Comprehensive learning and development opportunities to support your career growth
Sonder digital wellbeing platform providing personalised support 24/7 plus annual flu vaccinations
Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
Exempt Employee Share Plan

Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected.

We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples those caring for someone or living with a disability LGBTQIA and culturally diverse applicants to apply.
We embrace hybrid working and welcome conversations about flexibility.

Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially.

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live learn and work.

If you identify as a person living with disability and require adjustments to our recruitment process please contact us at

Required Experience:

Manager