About the Role
As the Workforce Management (WFM) Manager you will lead forecasting, scheduling and real-time workforce optimisation for a 70-seat+ call centre. This role is responsible for ensuring the right people are in the right place at the right time to meet service level targets, optimise productivity, support employee experience and deliver efficient customer outcomes. The WFM Manager will partner closely with operations leaders to balance customer demand, staffing costs, compliance requirements and service performance.
Key responsibilities
- Own the end-to-end workforce management cycle, including forecasting, capacity planning, roster design, intraday management and performance reporting.
- Analyse historical call volume, handling time, shrinkage and seasonal trends to produce accurate short-, medium- and long-term forecasts.
- Develop efficient schedules and rosters that align staffing levels with customer demand, service level objectives and budget parameters.
- Monitor real-time performance and make intraday adjustments to improve coverage, schedule adherence, occupancy and customer experience.
- Work closely with contact centre leaders to plan leave, training, coaching, meetings and offline activity with minimal service impact.
- Provide regular insights and recommendations on staffing risks, productivity opportunities, recruitment requirements and operational improvement initiatives.
- Establish and maintain WFM governance, processes and reporting standards to improve planning accuracy and decision-making.
- Lead, coach and develop any WFM analysts or planners, while building workforce planning capability across the broader operation.
- Partner with operations, HR, talent acquisition and training teams on headcount planning, onboarding timelines and ramp-up assumptions.
- Ensure workforce planning practices align with relevant workplace policies, service commitments and applicable employment obligations.
About you
- Proven experience in workforce management, workforce planning or resource planning within a call centre or contact centre environment.
- Strong understanding of forecasting methodologies, scheduling principles and real-time performance management.
- Experience working with contact centre KPIs such as service level, average speed of answer, average handling time, abandonment, occupancy and adherence.
- Demonstrated ability to interpret data, identify trends and translate analysis into practical operational actions.
- Strong stakeholder management skills, with the ability to influence operational leaders and collaborate across functions.
- Advanced Excel and reporting capability; experience with WFM platforms such as NICE, Verint, Calabrio or Genesys is highly desirable.
- People leadership experience is preferred, particularly in managing analysts, planners or real-time teams.
- Strong organisational skills, attention to detail and the ability to manage competing priorities in a fast-paced environment.
About us
Australian Mutual Bank has merged with Teachers Mutual Bank Limited and we are now part of the wider TMBL group, strengthening our ability to deliver meaningful value to members, support our communities, and create long‑term opportunity for our people.
At our Bank, social responsibility is built-in, not bolted on and drives our business practices, people, and products. We are proud to serve some of Australia's essential workers in education, emergency services and healthcare.
We believe they deserve a bank that does good for their community. We have been named one of the World's Most Ethical Companies for ten years in a row and are a Certified B Corp Bank.
Our employees embrace our organisation's values of passion, advocacy and sustainability, and contribute to a diverse and inclusive workplace culture founded on mutual respect, equality and a focus on striving to deliver exceptional member service. We are an Employer of Choice, promote Diversity and Inclusion, and follow EEO principles by appointing on merit
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For a confidential conversation, please contact
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We work under a hybrid working model to provide flexibility in the workplace. For more information about working conditions as well as our employee value proposition, please visit the careers page on our website at www.tmbank.com.au or find us on LinkedIn!
Teachers Mutual Bank Ltd may conduct a background or reference check (or both) as part of the recruitment process. By applying you agree to cooperate fully in those procedures and understand that an offer is subject to the satisfactory outcome of those checks, at the discretion of Teachers Mutual Bank Ltd. 