Job Description You will oversee the planning, scheduling, and real-time management of our frontline contact centre resources, driving operational efficiencies and excellence.
As a senior strategic leader and member of our Group Leadership Team, you will establish best-in-class workforce management practices, optimise staffing models and build strong relationships across internal teams and external clients to support our growth and mission.
You will be curious about innovation, have a keen interest in workforce management technology developments, and tapped into the Australian workforce management industry community.
Key Responsibilities: Strategic Workforce Planning: Design and implement workforce management principles that align with the company's operational goals and client needs.
Forecasting and Scheduling: Drive accuracy in forecasting, ensuring that resources are optimized to meet demand with a focus on balancing people experience and commercial priorities.
Stakeholder Engagement: Cultivate strong relationships with senior leadership, clients, and stakeholders to ensure alignment on workforce strategies and KPIs.
Performance Optimisation: Lead and inspire a team to deliver continuous improvements in workforce management, leveraging data-driven insights to optimize operations.
New Business Support: Contribute to resource modeling for new business, ensuring that workforce requirements are accurately incorporated into business cases.
Compliance and Best Practices: Establish and maintain compliance standards and promote a culture of continuous improvement within the workforce management team.
Qualifications What We're Looking For: Experience: Proven experience managing a workforce management team, ideally within a contact center or BPO environment.
Technical Expertise: Advanced knowledge of workforce management systems (e.g., Alvaria, NICE, Verint, Genesys) and data analytics tools.
Analytical Mindset: Strong analytical abilities with a focus on evidence-based decision-making and performance metrics.
Leadership Skills : A motivational leader who can engage, develop, and drive a team towards achieving excellence in workforce management.
Communication: Excellent communication skills with the ability to influence stakeholders at all levels, both internally and externally.
Additional Information Why Join Us?
At TSA, we believe in creating a unique culture that promotes growth, recognition, and fun.
Here's what you can look forward to: #TSAWays: Experience a vibrant culture that celebrates your achievements and fosters personal growth.
Recognition Programs: Be celebrated through our exciting and rewarding recognition programs.
Supportive Team Vibe: Join a fun, friendly, and supportive team environment.
Forward-Thinking Culture : TSA Group prides itself on being innovative and using advanced customer experience technologies, allowing employees to work at the cutting edge of customer experience and workforce management.
Meaningful Work : TSA Group creates experiences that people love, impacting how customers connect with brands.
Employees have a real influence on shaping customer satisfaction and driving client success.
As the Head of Workforce Management, you will have the opportunity to shape a high-performing team in a fast-growing organisation,and will report directly into our C-Suite.
You'll work alongside a group of talented professionals committed to making a positive impact in workforce management.
If you're ready to lead, innovate, and contribute to our success, we encourage you to apply!