Workforce Planning and Optimisation Manager

At MMS we're proud of our history, our heart, and our commitment to making a difference to people's lives. We care because people matter. We collaborate because the greatest achievements are made together, and we continuously create because some of the best innovations have yet to be imagined.

Here’s  how you will make a difference in this role…

In this   leadership role , as   Workforce Planning &   Optimisation   Manager   you   will be   responsible for leading   and transforming   the workforce planning function across   our key brands of   Maxxia   and   RemServ ;   in-so-doing you will ensure   workforce supply, capability and capacity are aligned to customer demand, service commitments and business objectives.

The position plays a critical role in supporting operational transformation by leading data-driven decision-making, improving workforce efficiency, strengthening planning   capability   and ensuring workforce management processes, systems and reporting   which will   support a scalable and sustainable operating model across   both   contact   centre   and processing operations.

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

- Lead workforce planning across   Maxxia   and   RemServ   Operations, aligning workforce strategies to business priorities, service   commitments   and customer demand.

- Establish workforce planning governance,   standards   and decision-making frameworks across Operations.

- Develop and coach the workforce planning team, building capability in forecasting, planning,   optimisation   and business improvement.

- Own workforce planning outcomes, including service levels, workforce efficiency, capacity   performance   and operational effectiveness.

- Ensure forecasting, scheduling and   optimisation   activities   support   operational requirements, customer   expectations   and sustainable growth.

- Review workforce trends,   risks   and opportunities, driving actions that improve productivity,   utilisation , service   performance   and customer outcomes.

- Lead workforce planning maturity through improved processes, automation,   standardisation   and stronger workforce management systems.

- Own workforce reporting,   insights   and performance frameworks to support   accurate , data-driven leadership decisions.

- Oversee workforce budgets, FTE glidepaths and workforce capacity planning to support sustainable growth.

To be considered for this role you will have:

- 10+   years   workforce planning /   optimisation   leadership experience in multi‑site, multi‑channel environments.

- Proven experience uplifting WFM maturity,   delivering forecast   improvement, and automating reporting.

- Demonstrated experience leading workforce planning teams responsible for forecasting, modelling, BI reporting, capacity   planning   and WFM systems.

- Expertise   in Genesys Cloud or equivalent workforce management platforms.

- Strong background in data-driven decision-making and operational performance improvement.

- Exceptional analytical and problem‑solving capability with a strategic mindset.

- Strong leadership,   influencing   and stakeholder engagement capability.

- High resilience, able to manage complex operational challenges and competing priorities.

- Ability to drive change, uplift capability and embed new ways of working across large teams.

What we can offer you:

·         Strong culture and the support of a values-based recognition program

·         Novated leasing benefits and discounts

·         12 weeks paid parental leave

·         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

·         Volunteer leave & Career break

·         MMS Rewards program

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 value the skills and attributes veterans can bring to our organisation.

·         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 people 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  [email protected]